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Friday, April 27, 2007

Desktops

Desktop: Satisfaction Scores
	Industry	Dell	HCL	HP-Compaq	Lenovo-IBM	Wipro	Zenith	Assembled
Product (100)	85.3	85.7	84.6	87.9	86.3	85.8	80.6	83.3
Pre Sales & Marketing (86)	83.2	82.2	84.7	85.8	82.9	84.4	78.8	80.7
Price & Commercial (79)	81.8	82.6	82.6	82.1	80.6	83.4	79.2	83.1
Delivery & Installation (71)	81.8	81.5	82.3	83.7	79.9	82.5	78.3	82.8
Post Sales Service (92)	80.7	77.9	81.3	81.9	80.3	82.0	77.5	81.3
How satisfied are CIOs with their desktop vendors, on five key parameters? The table lists scores derived from CIO responses to a range of questions. Figures in brackets indicate relative importance of the parameters as stated by respondents. Figures in blue represent the maximum and in red the minimum in each category

Desktop Vendor Ranks
Brand	Rank '07	Rank '06	Change
HP- Compaq	1	3	s
Wipro	2	4	s
HCL	3	6	s
Assembled	4	5	s
IBM/Lenovo	5	1	t
Dell	6	7	s
Zenith	7	2	t
s Up t Down Source: DQ-IDC CSA 2007

Zenith saw a sharp drop in satisfaction, due to delivery issues, inability to resolve problems (post sales service), and lack of pricing clarity. IBM/Lenovo has also dropped somewhat, due to lower credit offered, and delivery and installation issues (demos, training)

Note: Not to scale
Source: DQ-IDC CSA 2007

Desktops: The Top Two Parameters
Product	Industry	Dell	HCL	HP-Compaq	Lenovo-IBM	Wipro	Zenith	Assembled
Product Reliability	87.0	86.8	87.0	90.4	87.8	87.5	81.1	83.5
Product Functionality	84.6	85.9	84.0	86.9	85.0	85.2	80.8	82.7
Convenience in operation & adoption of the product	84.7	84.5	83.2	87.1	86.4	84.9	80.0	83.8
Post Sales Service
Always available for technical queries	82.3	79.1	84.0	84.1	82.3	82.0	79.3	81.6
Expertise of the vendor to resolve problem	80.4	79.6	80.2	81.4	79.8	83.7	75.9	80.8
Availability of spare parts	79.0	74.7	80.6	79.1	78.8	78.6	77.4	81.1
Interaction with service team	81.1	78.2	80.6	83.1	80.5	83.4	77.7	81.9
Note: The satisfaction scores are on a 100-point scale with 100 indicating the highest degree of satisfaction-very satisfied Base: 584 CIOs
Product and pre sales emerge as the two most importance derivatives of satisfaction. The HP-Compaq combine delivers highly on overall product offerings that helps it take the top position in the overall satisfaction scorecard Source: DQ-IDC CSA 2007

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