Notebooks: Satisfaction Scores

Acer

Dell

HP-Compaq

Lenovo-IBM

Toshiba

Sony

Product (100)

87.0

84.6

87.1

88.3

85.4

85.7

Pre Sales & Marketing (97)

83.8

82.8

84.6

85.4

84.3

83.4

Price & Commercial (94)

83.8

81.5

83.3

82.0

82.7

79.9

Delivery & Installation (93)

81.7

80.3

83.9

84.6

83.8

81.9

Post Sales Service (95)

82.1

79.7

81.3

81.5

81.2

79.9

Base: 584 CIOs                                                          Source: DQ-IDC CSA 2007

How satisfied are CIOs with their notebook 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

No big upsets in notebooks, with IBM/Lenovo is still at the top, despite a decline of a couple of points-there was an overall drop in satisfaction with all vendors

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

Notebooks: The Top Two Parameters

Product

Industry

Acer

Dell

HP-Compaq

Lenovo-IBM

Toshiba

Sony

Product Reliability

88.6

88.8

85.7

89.0

89.5

88.0

88.6

Product Functionality

86.3

87.4

86.0

86.9

87.6

83.4

85.5

Convenience in operation & adoption of the product

85.6

85.1

82.3

85.7

88.0

85.3

83.6

Pre Sales & Marketing

Responsiveness of the vendor to your specific requirement

85.4

83.8

84.7

86.2

86.1

85.3

83.6

Vendors understanding / Domain knowledge of your business

83.5

83.8

81.3

83.3

84.9

83.4

83.2

Product and pre sales emerge as the two most importance derivatives of satisfaction. There is a close competition between Lenovo-IBM and HP-Compaq on almost all sub parameters; Dell scores poorly on almost all fronts

Source: DQ-IDC CSA 2007