Dell Computer makes its corporate customers very happy, and after a rough stretch Compaq Computer is once again in the good graces of most buyers. This assessment comes from a study released this month by Technology Businesses Research.
Dell ranks number one in customer satisfaction for desktops, notebooks, and Intel-based servers for the first quarter of 2000, says Julie Perron, manager of primary research at TBR.
The survey is based on the responses of 550 IT managers at large US companies.
Dell's overall scores remain relatively consistent in desktops and servers. It improved most significantly in the notebooks category, she says. The improvements came largely in the area of delivery and availability, where Dell has struggled in the past.
Dell customer loyalty ratings across all three form factors are the highest in the study, she says. The company's scores are also notable in that its customers tend to be in greater agreement about the company's level of product and service quality, she says.
Some vendors receive a wider range of scores. For example, some IBM customers confer high marks, while others score it poorly. That indicates inconsistencies by the vendor, Perron said.
Compaq took advantage of IBM's inconsistencies, besting Big Blue in both desktop and notebook categories, Perron said.
IBM fell to third place in notebooks and fifth place in desktops, behind Hewlett-Packard and Gateway 2000. The company ran third in the Intel-based server category.
Compaq was the only vendor to receive "exceptional" scores for technical support response and on-site support expertise, Perron said.