Researcher Lauds Dell Service in Q1 Customer Satisfaction Study
Technology Business Research, a Hampton, NH-based researcher, has given top marks to Dell Computer Corp.'s services performance, ranking it first in a Q1 assessment of customer satisfaction among corporate IT users.
Based on data compiled in its recent Q1 study, "Corporate IT Service & Support Customers Satisfaction Study," TBR said that "Dell Services establishes industry standards for on-site expertise, on-site response time and phone support."
The survey, conducted among corporate IT departments with an array of computer equipment, including servers, desktops and laptops, revealed that customer satisfaction with Dell's repair services, phone support and remotely managed support increased from prior studies.
"Dell customers in the 1Q10 study continued to cite Dell Services as differentiated in its flexibility of service options more so than competitors' customers, this being an essential ingredient of the Dell value proposition," said Julie Perron, TBR manager, primary research.
"This trend is particularly noteworthy with respect to the categories of ease of doing business, parts availability, and phone support, suggesting Dell is making headway with respect to customer response to its service offerings," Perron said.
Dell said that the researcher has named it a top service provider 31 times in the past 39 quarters the study has been conducted.
"We are very pleased with this ranking because it is based on third-party customer surveys, and it demonstrates the consistency of our commitment to customer service and satisfaction," said Peter Altabef, president, Dell Services.