| DESKTOP |
Company |
HCL |
Wipro |
HP |
IBM |
Assembled |
Average |
Importance |
| Sales
& Marketing |
| Understanding
of customers requirement |
71.5 |
66.7 |
77.2 |
72.4 |
77.2 |
64.0 |
71.5 |
9.2 |
| Responsive to customers requirement |
69.1 |
65.6 |
69.8 |
72.3 |
75.1 |
61.0 |
68.8 |
9.1 |
| Timeliness of response |
69.3 |
66.2 |
67.4 |
70.7 |
74.9 |
59.5 |
68.0 |
9.0 |
| Accuracy of response |
67.8 |
64.7 |
69.0 |
68.9 |
78.2 |
59.1 |
67.9 |
9.0 |
| Clarity of response |
68.7 |
62.5 |
66.9 |
65.5 |
75.2 |
58.1 |
66.1 |
8.9 |
| Completeness of response |
67.1 |
63.2 |
69.4 |
67.1 |
72.4 |
57.7 |
66.1 |
8.9 |
| Ability of technical persons to
handle situation |
65.4 |
64.6 |
69.8 |
64.7 |
77.7 |
54.6 |
66.1 |
8.8 |
| Proactive approach of the company in
reaching out to customers |
69.3 |
67.9 |
71.1 |
69.1 |
73.7 |
56.7 |
68.0 |
8.8 |
| Clarity in terms of payment |
66.5 |
63.0 |
68.8 |
65.4 |
75.0 |
58.2 |
66.1 |
8.7 |
| Ability to propose an offer as
solutioin to customer problem |
66.1 |
64.3 |
65.4 |
66.6 |
72.7 |
54.8 |
65.0 |
8.7 |
| Ability of the technical person to
listen to customers problems |
66.7 |
62.4 |
64.5 |
64.1 |
73.2 |
56.9 |
64.6 |
8.7 |
| Availability of company persons in
case of any problem |
65.3 |
65.4 |
64.9 |
64.0 |
72.4 |
53.1 |
64.2 |
8.7 |
| Ability to offer a package suited to
my needs |
64.8 |
61.2 |
60.7 |
65.5 |
72.3 |
54.5 |
63.2 |
8.7 |
| Preparedness on the knowledge of
customer past data |
65.4 |
60.2 |
56.8 |
67.4 |
71.1 |
55.5 |
62.7 |
8.5 |
| Presence of motivated and energetic
sales persons |
65.8 |
59.8 |
61.5 |
64.0 |
72.1 |
51.7 |
62.5 |
8.5 |
| Ability of the sales person to close
a deal |
66.4 |
60.2 |
59.7 |
62.3 |
70.5 |
53.4 |
62.1 |
8.5 |
| Aproach by company persons as opposed
to dealers while opening a deal |
62.9 |
61.9 |
64.5 |
63.4 |
64.0 |
56.2 |
62.1 |
8.5 |
| Contents of the Sales offer |
64.3 |
64.3 |
58.9 |
64.0 |
64.5 |
49.9 |
61.0 |
8.5 |
| Proactive apporoach of sales team |
65.9 |
62.5 |
58.1 |
63.7 |
70.2 |
51.2 |
61.9 |
8.5 |
| Presentation & courtsey of saels
mktg staff |
65.8 |
61.0 |
58.4 |
68.0 |
70.4 |
53.8 |
62.9 |
8.5 |
| Availability of sales
literature/brochure contents of the sales offer |
65.9 |
65.5 |
59.3 |
62.6 |
66.2 |
48.3 |
61.3 |
8.4 |
| Information about
discounts/promotional offers |
62.3 |
61.8 |
59.3 |
61.2 |
70.4 |
49.6 |
60.8 |
8.4 |
| Availablity of discounts/promotional
offers |
59.3 |
60.0 |
60.6 |
57.0 |
68.2 |
50.0 |
59.2 |
8.3 |
| Delivery |
| Clarity in delivery terms &
conditions |
70.7 |
68.4 |
70.1 |
72.5 |
73.4 |
73.5 |
71.5 |
9.2 |
| Quality of delivered goods |
74.5 |
71.2 |
69.5 |
73.2 |
72.6 |
72.9 |
72.3 |
9.2 |
| Minimum lead time taken to deliver by
the company |
70.1 |
68.8 |
67.8 |
68.0 |
74.0 |
70.7 |
69.9 |
9.1 |
| Conformation to agreed delivery date |
72.8 |
67.7 |
69.7 |
69.8 |
73.5 |
71.7 |
70.9 |
9.1 |
| Conformation to agreed delivery
quantity |
72.6 |
70.8 |
65.0 |
70.0 |
74.0 |
71.5 |
70.6 |
9.0 |
| Condition of packaging on delivery |
70.0 |
64.3 |
66.6 |
68.8 |
75.6 |
67.2 |
68.7 |
9.0 |
| Accuracy/Clarity in invoicing |
68.7 |
68.3 |
65.1 |
67.7 |
74.1 |
68.3 |
68.7 |
8.9 |
| Consistency of agreed delivery terms
in multi location |
67.6 |
62.0 |
66.6 |
63.6 |
74.9 |
66.7 |
66.9 |
8.7 |
| Installation |
| Promptness in installation of
delivered goods |
71.1 |
69.3 |
75.1 |
66.4 |
71.7 |
71.6 |
70.8 |
9.2 |
| Demonstration of machines |
69.6 |
67.3 |
70.6 |
68.6 |
66.5 |
65.1 |
67.9 |
9.0 |
| Availability
of technical staff during early days of installation to take care of
teething problems |
63.8 |
68.3 |
68.9 |
67.6 |
69.9 |
68.2 |
67.8 |
9.0 |
| Ability of technical persons to
handle multiple problems deftley |
69.3 |
64.5 |
67.9 |
64.9 |
70.3 |
63.9 |
66.8 |
9.0 |
| Attitude of technical staff |
68.5 |
63.1 |
64.9 |
66.7 |
70.2 |
64.7 |
66.3 |
8.9 |
| Promptness to provide back up if
delivered machines fail to operate |
66.7 |
60.3 |
62.3 |
65.4 |
70.6 |
65.0 |
65.1 |
8.9 |
| Ability to assure customers of no
loss of productivity during installation/maintenance |
66.9 |
65.1 |
62.8 |
64.4 |
70.3 |
64.8 |
65.7 |
8.9 |
| Adequacy
of techincal staff at customers disposal |
67.4 |
63.3 |
64.6 |
65.5 |
66.8 |
63.9 |
65.2 |
8.9 |
| Product |
| Reliability of the product |
79.8 |
73.9 |
77.6 |
75.2 |
81.3 |
70.4 |
76.4 |
9.5 |
| Low maintenance |
75.8 |
74.7 |
78.5 |
75.9 |
73.0 |
67.0 |
74.1 |
9.3 |
| Ease of operations |
75.1 |
75.3 |
74.2 |
74.4 |
75.9 |
68.3 |
73.9 |
9.3 |
| Low frequency of break down |
75.9 |
74.5 |
76.5 |
75.1 |
76.4 |
64.5 |
73.8 |
9.3 |
| Products
with latest technology |
74.7 |
74.2 |
78.7 |
75.6 |
75.4 |
61.9 |
73.4 |
9.2 |
| Overall product performance
conformance to specs |
74.8 |
70.2 |
73.9 |
74.7 |
73.8 |
62.7 |
71.7 |
9.2 |
| Low down time |
72.9 |
70.5 |
78.8 |
74.0 |
74.0 |
62.8 |
72.2 |
9.2 |
| User friendliness of the product |
72.3 |
69.6 |
69.4 |
71.2 |
69.4 |
63.8 |
69.3 |
9.1 |
| Initiative of the company to
constantly upgrade its product and its qualtiy |
70.3 |
69.6 |
72.0 |
71.6 |
74.1 |
57.6 |
69.2 |
9.0 |
| Price
of the product and its spares |
71.9 |
66.0 |
71.2 |
64.1 |
69.3 |
62.8 |
67.6 |
8.9 |
| Availability of adequate
documentation for usage (user manuals literature etc.) |
70.0 |
67.8 |
69.6 |
68.8 |
72.1 |
58.4 |
67.8 |
8.9 |
| After
Sales Service |
| Assurance of complaint redressal |
72.2 |
59.7 |
65.7 |
68.2 |
72.6 |
64.0 |
67.1 |
9.0 |
| Courteousness of the call attendee |
69.7 |
61.9 |
68.0 |
69.2 |
72.2 |
65.0 |
67.6 |
8.9 |
| Availability of single number to
register any complaint |
70.0 |
62.9 |
70.4 |
70.6 |
70.9 |
63.6 |
68.1 |
8.9 |
| Promptness
of call being picked up |
71.5 |
61.0 |
69.3 |
67.5 |
71.8 |
61.3 |
67.1 |
8.8 |
| Conformation to promised time |
71.5 |
58.7 |
62.5 |
66.6 |
73.3 |
61.8 |
65.7 |
8.8 |
| Competence of the technical persons |
69.5 |
63.3 |
65.3 |
67.3 |
68.2 |
59.6 |
65.5 |
8.8 |
| Ability of the technical person to
detect fault |
68.8 |
62.7 |
61.8 |
68.2 |
68.2 |
59.6 |
64.9 |
8.8 |
| Readiness of the call attendee to
take details of the complaint |
71.4 |
58.0 |
61.0 |
67.8 |
70.7 |
59.7 |
64.8 |
8.7 |
| Prepared ness of technical persons |
70.7 |
60.7 |
65.8 |
62.6 |
68.7 |
60.4 |
64.8 |
8.7 |
| Availability of spare parts |
71.2 |
59.3 |
63.6 |
65.3 |
69.8 |
59.4 |
64.7 |
8.7 |
| Facility of replacement warranty |
66.3 |
58.0 |
64.0 |
63.6 |
74.3 |
57.4 |
63.9 |
8.7 |
| Skill of technical person to provide
a solution to the identified problem |
67.8 |
61.7 |
63.1 |
67.9 |
69.0 |
58.4 |
64.7 |
8.7 |
| Warranty period |
66.1 |
60.6 |
64.1 |
64.9 |
73.0 |
59.0 |
64.6 |
8.7 |
| Length
of time needed to resolve the problems |
64.7 |
58.7 |
62.9 |
63.1 |
66.4 |
59.2 |
62.5 |
8.6 |
| Availability of a consistent
team to service a set of customers |
65.4 |
61.1 |
58.4 |
64.5 |
65.1 |
58.5 |
62.1 |
8.6 |
| Availability of a company person in
case any problem |
65.8 |
60.6 |
59.6 |
63.1 |
65.7 |
57.1 |
62.0 |
8.6 |
| Facility of service warranty |
64.3 |
58.6 |
61.9 |
60.9 |
69.8 |
57.0 |
62.1 |
8.6 |
| Facility of extending the warranty
terms |
67.4 |
59.0 |
64.9 |
62.8 |
69.8 |
55.7 |
63.3 |
8.6 |
| Facility
of AMC from the company |
68.5 |
59.6 |
63.0 |
64.8 |
70.8 |
55.5 |
63.7 |
8.6 |
| Ability of call attendee to do first
level trouble shooting over th phone |
65.5 |
58.4 |
59.1 |
60.1 |
65.0 |
56.6 |
60.8 |
8.6 |
| Price of AMC |
65.9 |
57.1 |
58.6 |
59.8 |
68.7 |
55.4 |
60.9 |
8.5 |
| Presence of motivated and enrgetic
sales persons |
66.9 |
56.8 |
62.5 |
62.8 |
68.0 |
58.8 |
62.6 |
8.5 |
| Proactive initatives by the company
to educate customers for proper usage |
63.7 |
58.4 |
60.5 |
63.2 |
67.6 |
53.8 |
61.2 |
8.5 |
| Proactive approach of support team |
65.2 |
55.5 |
61.2 |
61.4 |
67.4 |
51.6 |
60.4 |
8.4 |
| Quality of software support
(availability of drivers, patches & ease of upgrading) |
62.4 |
55.3 |
61.3 |
63.8 |
64.6 |
53.7 |
60.2 |
8.4 |
| Presence of feedback mechanism for
improvement of its services |
62.2 |
55.3 |
61.1 |
60.7 |
66.3 |
55.4 |
60.2 |
8.4 |
| Documentation
of customers record |
62.6 |
57.8 |
61.4 |
59.3 |
69.6 |
54.7 |
60.9 |
8.3 |
| Buy back options of older machine and
replacement with new machines |
63.9 |
56.6 |
58.0 |
58.3 |
64.5 |
48.1 |
58.3 |
8.3 |
| Facility
of upgrading older machines |
63.6 |
56.0 |
60.2 |
57.6 |
67.0 |
50.3 |
59.1 |
8.3 |
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