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CSA 2006: Servers
HP's done it again. It has not
only topped the satisfaction charts in the server category but also left its
biggest competitor, IBM, behind by a healthy margin. HP stays unshaken at the
top of the satisfaction chart. Overall satisfaction levels are up which seems to
be a trend this year. Vendors are obviously leaving no stones unturned to ensure
that they are able to offer the best deals to the CIO. This is also indicative
of the stiff competition across product categories today.
Product
dominates as the most critical derivative of satisfaction, while post sales
service emerges as the second-most critical parameter in CSA 2006. In fact, CIO
preferences remain completely unaltered when it comes to servers. Interestingly,
price continues to remain least important in the server category. With servers
being usually associated with mission-critical applications, several other
factors play a critical role in the satisfaction quotient. However, as
competition in the space heats up, it is the turn of CIOs to smile as vendors go
overboard trying to woo them on all counts, including price.
| Servers
Satisfaction Scores |
|
Industry |
HCL |
HP |
IBM |
Sun |
Wipro |
| Product (100) |
87.7 |
83.6 |
89.3 |
87.7 |
89.8 |
84.5 |
| Pre-sales & Marketing (70) |
84.6 |
83.8 |
85.0 |
85.1 |
84.1 |
84.2 |
| Price & Commercial (49) |
84.6 |
84.5 |
86.2 |
83.7 |
83.2 |
83.6 |
| Delivery &Installation (67) |
83.8 |
82.1 |
84.4 |
81.6 |
84.8 |
86.4 |
| Post sales service (71) |
83.9 |
83.0 |
84.6 |
83.0 |
84.4 |
84.5 |
|
Base: 301 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 |
| Servers:
The Top Two Parameters |
|
Industry |
HCL |
HP |
IBM |
Sun |
Wipro |
| Product |
|
|
|
|
|
|
| Product reliability |
88.0 |
84.3 |
89.9 |
87.8 |
89.0 |
85.8 |
| Product functionality |
87.4 |
82.9 |
88.4 |
88.1 |
89.5 |
83.3 |
Convenience in operation and
adoption of the product |
87.8 |
83.6 |
89.5 |
87.3 |
91.0 |
84.2 |
|
|
|
|
|
|
|
| Post-sales & marketing |
|
|
|
|
|
|
| Always available for technical
queries |
84.1 |
82.8 |
85.0 |
83.4 |
84.0 |
84.2 |
| Expertise of the vendor to
resolve problems |
83.9 |
82.1 |
84.5 |
82.9 |
84.6 |
85.8 |
| Availability of spare parts |
83.2 |
85.7 |
83.9 |
82.4 |
84.6 |
87.0 |
| Interaction with service
team |
83.9 |
81.4 |
85.0 |
83.2 |
84.3 |
81.0 |
| Note:
The satisfaction scores are on a 100-point scale with 100 indicating the
highest degree of satisfaction-very
satisfied
Base: 301 CIOs |
| HP
and Sun, the top two server companies in CSA 2006 has beefed up its
post-sales service offerings with both delivering above the industry
average on all counts |
While HP may
not have topped on all counts, it is again the company's consistent
performance that sees it through to the top. Put simply, HP has only done better
what it was already doing well in the past.
| While HP did not top all parameters, it was its
consistent performance on every one of them that saw it through to the top
of the chart |
HCL Infosystems stays at the bottom of the
charts on most satisfaction derivatives. Sun has beefed up on all parameters
offering much more attractive portfolio of products and deals to the customers.
This is reflected in the high satisfaction ratings the vendors received this
year. Sun's and Wipro's gain is IBM's loss, which has to stay content at
the number four position. However, the statistical significance of the
difference in satisfaction scores between Wipro and IBM is very low which
indicates, one, the intensity of competition, and two, the complexity of dealing
with a larger installation base-as in the case of IBM.
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