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Dell, IBM top notebook satisfaction survey

Dell, IBM top notebook satisfaction survey

Corporate buyers of notebook computers from IBM and Dell are happier with their machines than users of similar hardware from Compaq and Toshiba, according to a US survey.

IBM once again topped the customer satisfaction list in nearly every area, but Dell made serious gains, according to a survey of 200 respondents conducted by Technology Business Research.

While IBM customers gave the company's notebooks lower marks for total cost of ownership, volume discounts and delivery time compared with other categories, they did not rate any area as weak. They did, however, rate long-term reliability/durability lower this quarter compared to the last quarter.

Dell showed no areas of decline in the various categories, including price/performance and long-term reliability/durability. And Dell customers are also loyal. Dell and IBM customers rated brand loyalty 8 per cent higher than Compaq's loyalty score and 11 per cent higher than Toshiba users.

Among the 15 per cent of corporate notebook users who have recently switched vendors, one-third said they chose Dell. Compaq did not fare so well in that category. Of that 15 per cent, 44 per cent said they dropped Compaq because of poor service, poor reliability and price issues.www.tbri.com


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