Why DELL outshines its competition???? Humm here is a clue.Emulate this.
Hi Kemble and everyone.
Actually this not for you but for those who still says 'hey Dell is just a box maker and what is so special about them?'
Here is something I mined from some research conducted by TBR & via the leading European computer research firm.
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Dell Moves To Top Position in Second Quarter 1998 Corporate Notebook Customer Satisfaction Ratings.
.Amid Declines in Satisfaction for IBM and Compaq
"The Dell customers in the sample revealed that Dell notebooks have fewer failures and are more durable than other top tier vendors' products. In addition to the reliability issue, Dell appears to be more responsive to its customers, willing to maintain closer customer contact, and to take accountability for their product. Dell's 2Q98 customer satisfaction scores tested significantly higher than Compaq's in all 14 categories covered, and significantly greater than IBM in all areas save out of box quality and overall satisfaction. Dell's scores also tested significantly higher than Toshiba in all categories except for availability.
As for the competition- Yaaaaaawn.<g>
IBM's corporate notebook customers in the sample express that IBM's problems are not so much a product failing, but a relationship issue, including declining customer service administration and lack of response. In addition to weaknesses in technical support response and repair time, IBM's scores also revealed a downward trend in pricing satisfaction, including price/performance, total cost of ownership, and volume discounts.
Compaq's customers perceive the company's shortcomings as more product related, many having experienced significant DOAs and ongoing reliability problems for certain models. Compaq's notebook satisfaction scores do not measure up to the competition nor to its own customers' expectations in the areas of product design, out of box quality, long-term reliability/durability, and overall hardware quality/reliability. Compaq's notebook satisfaction scores are also below average for price/performance and total cost of ownership.
Toshiba's scores are also below average, with its most prevalent weaknesses in the areas of technical support response, repair time, price/performance, and volume discounts.
The overall weighted customer satisfaction score for Dell (satisfaction weighted by attribute importance), on a scale from 1 to 100, is 84.05 points, followed in rank order by IBM (77.14), Toshiba (72.79), and Compaq (71.68). |
