|
CSA 2006: Notebooks
It's the same story for notebooks as well. The overall rankings have gone
completely topsy-turvy as compared to CSA 2005. Again, things have gone
completely wrong for Dell on all fronts, with the company slipping from the
second place last year to the bottom of the chart. The stronger IBM-Lenovo
combine has beaten HP in the notebook space as well, with Acer picking itself up
from the bottom of the rung last year to take the second spot.
| Notebook
Vendor Ranks |
| Brand |
Rank-06 |
Rank-05 |
|
| IBM-Lenovo |
1 |
3 |
 |
| Acer |
2 |
5 |
|
| HP |
3 |
1 |
 |
| Toshiba |
4 |
4 |
 |
| Dell |
5 |
2 |
|
|
Up
Down
Unchanged |
| CIOs have expressed high degree of satisfaction
towards IBM'S overall product offerings and post sales service |
Notebooks have
also gone the desktop way when it comes to overall satisfaction, which has
inched up significantly in CSA 2006. CIOs have expressed high degree of
satisfaction towards IBM's overall product offerings and post sales service.
Acer has got its act together this year on both price, and pre-sales and
marketing. Acer's climb is rather dramatic as the company has shown an
improvement of over nine percentage points this year.
In the notebook
space, overall product offerings remains the most critical derivative of
satisfaction, and CIOs have expressed a significantly higher degree of
satisfaction for the IBM brand (now Lenovo). Unlike other categories, CIOs seem
to attach the same degree of importance to all four parameters-pre sales and marketing, price, post sales service, and delivery and
installation.
Although Dell
remained at the bottom of the table, it would be interesting to note that the
company has not really slipped in terms of its satisfaction scores last year.
However, all competitors have upped their performances, leaving Dell far behind.
| Notebooks:
The Top Two Parameters |
|
Industry |
Acer |
Dell |
HP |
IBM-Lenovo |
Toshiba |
| Product |
|
|
|
|
|
|
| Product reliability |
88.9 |
88.0 |
85.6 |
89.3 |
90.2 |
89.1 |
| Product functionality |
88.1 |
84.7 |
86.5 |
88.5 |
90.0 |
87.4 |
Convenience in operation and
adoption of the product |
88.6 |
88.0 |
84.7 |
88.8 |
90.5 |
88.1 |
|
|
|
|
|
|
|
| Pre-sales & marketing |
|
|
|
|
|
|
Responsiveness of the vendor to
your specific requirement |
85.0 |
82.7 |
83.3 |
84.1 |
87.2 |
85.4 |
Vendors understanding/
domain knowledge |
83.7 |
81.3 |
81.4 |
82.4 |
86.1 |
84.6 |
| Note:
The satisfaction scores are on a 100-point scale with 100 indicating the
highest degree of satisfaction-very
satisfied
Base: 311 CIOs |
| While
the IBM-Lenovo combine emerges unchallenged on both sub-parameters, HP,
though not the second-best in this category, emerges a close second on the
two sub-parameters |
| Notebooks
Satisfaction Scores |
|
Industry |
Acer |
Dell |
HP |
IBM-Lenovo |
Toshiba |
| Product (100) |
88.5 |
86.9 |
85.6 |
88.9 |
90.2 |
88.2 |
| Pre-sales & Marketing (78) |
84.3 |
82.0 |
82.4 |
83.2 |
86.6 |
85.0 |
| Price & Commercial (74) |
83.9 |
86.8 |
82.7 |
84.4 |
84.3 |
81.9 |
| Delivery &Installation (71) |
84.6 |
86.2 |
83.7 |
83.1 |
84.8 |
86.6 |
| Post sales service (74) |
82.3 |
83.1 |
80.6 |
83.9 |
82.9 |
80.1 |
|
Base: 311 CIOs |
|
How satisfied are CIOs with their
notebook vendors,on five key parameters? This table lists scores derived
from CIO responses to a range of questions. Figures (in
red) indicate relative importance of the parameters as stated by
respondents. Figures (in blue) show the
maximum score in that category. |
|
Dataquest-IDC India:
Customer Satisfaction Audit 2006 |
Price does not appear to be the most
important derivative of satisfaction for CIOs in the case of notebooks. However,
factors like low TCO and value for money for any purchase remain critical
factors when it comes to price. IT chiefs expressed high satisfaction for Acer
notebooks. Acer, despite its competitive rates, was not able to convey the price
advantage, thereby coming at the bottom of the satisfaction charts last year.
This year, however, Acer climbed 10 percentage points on the price front to make
it to the top.
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