Dell Ranks No.1 in Enterprise Customer Satisfaction TBR Surveys for all Categories
Dell achieved record customer satisfaction scores according to first quarter 2009 survey results from Technology Business Research (TBR). Dell is No.1 in customer satisfaction across all TBR survey reports including IT Service and Support, x86 servers, corporate notebooks and desktops.
TBR Customer Satisfaction Studies analyze survey results from medium and large corporate end users about their notebook, desktop, and x86-based server installed brands. After achieving substantially improved satisfaction scores in the third and fourth calendar quarters of 2008, Dell continued to improve service levels and product offerings, earning the distinction of the most improved performer of the year in TBR’s study.
Highlights from the first calendar quarter surveys include:
• Corporate IT Service and Support Satisfaction – Dell achieved a No. 1 ranking for IT service and support. TBR recognized Dell as the most improved vendor in this report, noting the company’s ongoing commitment to enhancing its support services offerings. Dell ProSupport offers IT support tailored to the customers’ environment, not the outdated one-size-fits-all model.
• x86 Servers – Dell held its No. 1 position in customer satisfaction for x86-based servers. Dell showed strong results for key server attributes including overall value, overall ease of doing business and replacement parts availability. Dell recently expanded its 11th generation PowerEdge server portfolio to include new systems for SMBs and remote office locations, and high performance computing clusters.
• Notebooks – Dell ranked No. 1 in the TBR Q1 customer satisfaction survey for notebooks, continuing its leadership for the last four quarters. Dell retained its full competitive strength for repair time and notebook value and regained its competitive position for parts availability. Dell recently introduced new mobile data security solutions for its Latitude line of laptops.
• Desktops – Dell ranked No. 1 in TBR’s customer satisfaction survey for desktops, marking the 8th consecutive quarter of Dell leadership in this report. Key survey findings indicate strong improvements in Dell’s overall satisfaction, phone support satisfaction and ease of doing business in this category. Dell expanded its OptiPlex desktop line to include the OptiPlex 160, Dell’s smallest commercial desktop ever, designed for energy and space efficiency and reliability.
“Our continued focus on delivering technology solutions that customers want and need in today’s economic and IT environment continues to pay off. We believe that through customer feedback, we are able to grow and evolve our solutions for increased efficiency and ever-better customer satisfaction. Consistent results across multiple categories exemplify Dell’s dedication to putting customers first.” – Jan Uhrich, Vice President Global Services, Dell
TBR, headquartered in Hampton, N.H., is recognized as one of the leading high-tech market research and consulting firms specializing in the analyses of computer, software, networking equipment, wireless, portal and professional services companies, as well as customer satisfaction studies. Serving a domestic and international clientele of high tech manufacturers, IT professionals, end users and financial executives, TBR provides timely and accurate market research and business intelligence in a format that is uniquely responsive and tailored to clients’ needs. TBR analysts are available to further address client specific issues or information needs on an inquiry or proprietary consulting basis.
Dell (NASDAQ: DELL) is a leading technology provider to commercial enterprises around the world.