Vendors are failing customers almost one out of four times when dealing with their hardware maintenance and support problems, with onsite response time being a particular area of weakness.
According to Eric Rocco, principal industry analyst and research director for Dataquest's hardware services, some 62.1 per cent of users are unhappy with the speed at which suppliers mobilise staff and/or parts to reach their sites - even though this is a key requirement in most service level agreements.
However, only 17 per cent believed that vendors took too long to solve their problems, which would indicate that simply getting there on time is important to make customers feel they are being looked after.
Rocco said at the Dataquest Servicetrends 99 conference in San Francisco this week: "Vendors are are failing customers almost one out of four times and it's not very good really. Quality is still not where it needs to be."
Of the 211 organisations questioned in an as yet unreleased survey undertaken in April, 25.6 per cent of users were also dissatisfied with the availability levels of parts, 24.2 per cent felt they were not getting value for money, while 17.1 per cent were unhappy with telephone reponse times for technical support.
And on a scale of one to five, customers saw the need for vendors to have a single point of contact as the single most desirable attribute, with a rating of 4.3.
Price competitiveness was also given a high rating of 4.19, although Rocco pointed out that if vendors competed on price, it tended to result in poor quality offerings because there was no other way. And while customers were keen to have same day support, they were not necessarily prepared to pay for it.
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