| Portable |
Compaq |
Toshiba |
IBM |
Average |
Importance |
| Sales
& Marketing |
| Understanding
of customers requirement |
72.4 |
67.3 |
75.2 |
71.7 |
9.2 |
| Responsive
to customers requirement |
70.2 |
66.2 |
72.4 |
69.6 |
9.2 |
| Proactive
approach of the company in reaching out to customers |
70.5 |
67.1 |
75.4 |
71.0 |
9.2 |
| Timeliness
of response |
67.6 |
70.2 |
72.4 |
70.1 |
9.1 |
| Clarity
of response |
68.6 |
71.9 |
74.8 |
71.8 |
9.1 |
| Accuracy
of response |
70.0 |
69.8 |
73.3 |
71.0 |
9.1 |
| Ability
of the technical person to listen to customers problems |
63.6 |
69.8 |
69.4 |
67.6 |
9.0 |
| Contents
of the Sales offer |
63.2 |
69.2 |
71.4 |
67.9 |
9.0 |
| Clarity
in terms of payment |
68.3 |
68.1 |
74.6 |
70.3 |
9.0 |
| Ability
of technical persons to handle situation |
62.3 |
70.0 |
73.7 |
68.7 |
9.0 |
| Availability
of company persons in case of any problem |
63.2 |
67.0 |
71.9 |
67.4 |
9.0 |
| Preparedness
on the knowledge of customer past data |
65.3 |
67.8 |
67.4 |
66.8 |
9.0 |
| Completeness
of response |
69.6 |
68.2 |
75.2 |
71.0 |
8.9 |
| Availability
of sales literature/brochure contents of the sales offer |
65.4 |
65.0 |
73.3 |
67.9 |
8.9 |
| Ability
to propose an offer as solutioin to customer problem |
66.8 |
69.9 |
68.2 |
68.3 |
8.9 |
| Aproach
by company persons as opposed to dealers while opening a deal |
64.4 |
65.6 |
69.9 |
66.6 |
8.9 |
| Availablity
of discounts/promotional offers |
62.2 |
66.0 |
68.1 |
65.4 |
8.9 |
| Ability
to offer a package suited to my needs |
61.8 |
71.1 |
68.7 |
67.2 |
8.9 |
| Presence
of motivated and energetic sales persons |
60.7 |
69.0 |
67.2 |
65.6 |
8.9 |
| Ability
of the sales person to close a deal |
61.2 |
67.1 |
69.2 |
65.8 |
8.9 |
| Information
about discounts/promotional offers |
62.6 |
68.7 |
67.1 |
66.1 |
8.8 |
| Presentation
& courtsey of saels mktg staff |
65.6 |
68.1 |
69.3 |
67.6 |
8.8 |
| Proactive
apporoach of sales team |
63.3 |
68.1 |
67.6 |
66.3 |
8.8 |
| Delivery |
| Quality
of delivered goods |
79.4 |
77.4 |
78.9 |
78.5 |
9.4 |
| Clarity
in delivery terms & conditions |
74.7 |
74.9 |
77.8 |
75.8 |
9.4 |
| Minimum
lead time taken to deliver by the company |
71.0 |
75.2 |
77.4 |
74.5 |
9.4 |
| Conformation
to agreed delivery quantity |
75.0 |
75.1 |
79.5 |
76.5 |
9.4 |
| Conformation
to agreed delivery date |
69.8 |
71.1 |
76.0 |
72.3 |
9.2 |
| Condition
of packaging on delivery |
77.7 |
73.4 |
75.2 |
75.5 |
9.2 |
| Consistency
of agreed delivery terms in multi location |
72.5 |
74.5 |
75.1 |
74.0 |
9.2 |
| Accuracy/Clarity
in invoicing |
72.9 |
72.1 |
75.3 |
73.4 |
9.2 |
| Installation |
| Promptness
in installation of delivered goods |
75.1 |
75.3 |
76.4 |
75.6 |
9.4 |
| Promptness
to provide back up if delivered machines fail to operate |
73.7 |
72.8 |
74.2 |
73.5 |
9.3 |
| Attitude
of technical staff |
68.7 |
72.5 |
74.2 |
71.8 |
9.2 |
| Ability
of technical persons to handle multiple problems deftley |
70.4 |
69.4 |
72.0 |
70.6 |
9.2 |
| Demonstration
of machines |
74.5 |
69.4 |
71.2 |
71.7 |
9.2 |
| Availability
of technical staff during early days of installation to take care of
teething problems |
71.2 |
72.0 |
73.2 |
72.1 |
9.2 |
| Ability
to assure customers of no loss of productivity during
installation/maintenance |
70.6 |
70.9 |
73.9 |
71.8 |
9.1 |
| Adequacy
of techincal staff at customers disposal |
64.1 |
69.0 |
72.4 |
68.5 |
9.0 |
| Product |
| Reliability
of the product |
83.2 |
80.5 |
82.9 |
82.2 |
9.7 |
| Low
maintenance |
74.5 |
77.3 |
79.7 |
77.2 |
9.6 |
| Ease
of operations |
79.4 |
76.3 |
82.3 |
79.3 |
9.5 |
| Overall
product performance conformance to specs |
75.2 |
75.5 |
80.0 |
76.9 |
9.5 |
| Low
down time |
74.9 |
75.6 |
78.6 |
76.4 |
9.4 |
| User
friendliness of the product |
73.3 |
72.7 |
79.8 |
75.3 |
9.4 |
| Low
frequency of break down |
70.6 |
76.4 |
77.8 |
75.0 |
9.3 |
| Price
of the product and its spares |
71.8 |
75.0 |
73.3 |
73.4 |
9.3 |
| Products
with latest technology |
74.4 |
72.5 |
78.8 |
75.2 |
9.3 |
| Initiative
of the company to constantly upgrade its product and its qualtiy |
69.7 |
73.7 |
77.9 |
73.7 |
9.3 |
| Availability
of adequate documentation for usage (user manuals literature etc.) |
70.9 |
72.4 |
77.6 |
73.6 |
9.2 |
| After
Sales Service |
| Ability
of the technical person to detect fault |
69.3 |
72.4 |
75.1 |
72.3 |
9.3 |
| Availability
of single number to register any complaint |
67.1 |
74.5 |
72.9 |
71.5 |
9.3 |
| Promptness
of call being picked up |
67.4 |
70.3 |
71.9 |
69.9 |
9.2 |
| Assurance
of complaint redressal |
69.3 |
74.9 |
73.6 |
72.6 |
9.2 |
| Readiness
of the call attendee to take details of the complaint |
66.7 |
74.5 |
72.3 |
71.1 |
9.2 |
| Courteousness
of the call attendee |
64.3 |
73.8 |
73.5 |
70.5 |
9.2 |
| Skill
of technical person to provide a solution to the identified problem |
70.9 |
70.7 |
71.9 |
71.1 |
9.2 |
| Warranty
period |
64.0 |
68.4 |
72.8 |
68.4 |
9.1 |
| Conformation
to promised time |
67.3 |
72.8 |
70.2 |
70.1 |
9.1 |
| Availability
of a consistent team to
service a set of customers |
66.3 |
71.3 |
69.1 |
68.9 |
9.1 |
| Length
of time needed to resolve the problems |
62.9 |
72.0 |
70.5 |
68.4 |
9.1 |
| Prepared
ness of technical persons |
67.8 |
75.0 |
72.3 |
71.7 |
9.1 |
| Competence
of the technical persons |
64.8 |
74.3 |
71.6 |
70.2 |
9.1 |
| Facility
of service warranty |
63.7 |
68.2 |
72.2 |
68.0 |
9.1 |
| Quality
of software support (availability of drivers, patches & ease of
upgrading) |
69.0 |
72.2 |
66.7 |
69.3 |
9.1 |
| Availability
of a company person in case any problem |
65.7 |
73.8 |
68.6 |
69.4 |
9.1 |
| Facility
of replacement warranty |
64.3 |
69.7 |
68.9 |
67.6 |
9.1 |
| Facility
of extending the warranty terms |
63.3 |
70.4 |
69.2 |
67.7 |
9.1 |
| Availability
of spare parts |
62.4 |
68.1 |
71.3 |
67.3 |
9.1 |
| Proactive
initatives by the company to educate customers for proper usage |
67.2 |
69.6 |
68.3 |
68.4 |
9.1 |
| Presence
of feedback mechanism for improvement of its services |
63.7 |
69.2 |
71.1 |
68.0 |
9.0 |
| Presence
of motivated and enrgetic sales persons |
63.6 |
70.7 |
69.9 |
68.1 |
9.0 |
| Facility
of AMC from the company |
61.4 |
74.3 |
70.8 |
68.8 |
9.0 |
| Documentation
of customers record |
60.4 |
68.8 |
69.8 |
66.3 |
9.0 |
| Ability
of call attendee to do first level trouble shooting over th phone |
61.9 |
70.4 |
70.2 |
67.5 |
8.9 |
| Price
of AMC |
61.4 |
69.1 |
67.0 |
65.8 |
8.9 |
| Proactive
approach of support team |
63.8 |
66.8 |
63.5 |
64.7 |
8.9 |
| Facility
of upgrading older machines |
57.2 |
69.8 |
63.2 |
63.4 |
8.8 |
| Buy
back options of older machine and replacement with new machines |
58.4 |
67.7 |
60.9 |
62.3 |
8.8 |
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