Dell has once again got top marks for customer satisfaction in desktops, notebooks and servers, a new survey has revealed.
According to the quarterly Technology Business Research (TBR) Customer satisfaction survey, Dell managed to hold on to its top position in the rankings for the second quarter above Compaq, Hewlett-Packard and IBM.
Compaq, which has traditionally done very badly in the survey (see Newswire 4 May) has managed to claw its way back to second place overall and TBR said the survey showed the company had managed a "remarkable rebound" in notebook satisfaction.
However, it said Compaq tended to have a greater number of dead on arrival (DOA) machines than any other vendor. In the last quarter's survey TBR said Compaq's notebook problems meant it was "clearly out of the competition" in the notebook arena.
Dell, although achieving top ranking yet again for the quarter, showed a significant decline in its scores for server management features, which were viewed as poorly integrated into the enterprise environment and lacking substantial features.
TBR said IBM has recouped a significant portion of its losses over the previous quarter for Intel server satisfaction. While IBM customer perceptions tended to run significantly lower than the competition in the first quarter, this quarter showed fewer problem areas, including out of box quality and replacement parts availability.
The survey revealed that the principal issue for IBM this quarter, for desktops, servers and notebooks, is delivery time and product availability.
Hewlett-Packard remained strong in its scorings for the Intel server arena, while its desktop offerings were not perceived as competitive in the price arena. TBR said the vendor was unwilling to negotiate discounts with customers and that it had some difficulty in attaining replacement parts.
The TBR survey is published quarterly and comprises interviews with around 500 IT managers at large US companies.
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