Friday August 10, 9:01 am Eastern Time
Press Release
SOURCE: Dell Computer Corporation
Survey Says Dell is No. 1 Again in Customer Satisfaction
Dell Servers, Notebooks, Desktops Garner Honors in Enterprise-Wide IT Study
AUSTIN, Texas--(BUSINESS WIRE)--Aug. 10, 2001--Corporate information technology buyers again ranked Dell (Nasdaq:DELL - news) No. 1 in overall customer satisfaction, according to a quarterly study released today by Technology Business Research Inc. (TBR).
Dell earned the top spot in all product categories, including Intel®-based servers, notebooks and desktop computers, for the second quarter in fiscal 2001.
``This is a good milestone as we continue to make customers our top priority,'' said Michael Dell, chairman and chief executive officer. ``TBR's study reflects our focus on delivering enterprise products and services that meet the unique IT requirements of our customers.''
TBR's Corporate IT Buying Behavior and Customer Study, based on a survey of more than 500 IT managers, provides detailed analysis of large corporate end-user satisfaction on attributes such as reliability, scalability, ease of management, ease of integration, support services, parts availability and price performance.
Currently the No. 1 provider of industry-standard servers in the United States and No. 2 worldwide(a), Dell servers have been ranked No. 1 in customer satisfaction by TBR for 14 of the last 15 consecutive quarters. In addition, Dell notebooks and desktops have earned top honors for 13 and 16 quarters running, respectively.
``Dell's stability in this survey shows they put customers first and are continuing to develop a loyal customer base across all product categories,'' said Julie Perron, manager of primary research at TBR. ``Dell's customer-focused, direct sales model, combined with its strategy to provide customers industry-standard technologies and support, is valued by today's top IT executives.''
According to the survey, Dell showed its greatest strengths in on-time delivery, price performance and cost of ownership. In servers, Dell also excelled in technical support response and showed significant improvement in systems management. Also measured in the TBR survey were vendor loyalty and brand switching rates. Dell again earned top honors with a loyalty rating significantly greater than its competitors. Similarly, Dell led the competition with the highest number of customers switching from other vendors to Dell.
About TBR
TBR delivers detailed analyses focused on major computer and network equipment manufacturers. Utilizing quantitative and qualitative metrics to satisfy the myriad of requirements from a diverse client constituency, TBR benchmarks and ranks these companies to answer crucial questions posed by its clientele.
System vendors, their suppliers, strategic partners, the financial community and IT users find TBR research of critical importance and extremely compelling. TBR's unique offerings help companies make better, more informed decisions regarding computer vendors by providing an understanding of their strategies, business drivers and tactics.
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