Dell, HP and IBM Record Top 3Q13 Customer Satisfaction Scores, According to TBRs Customer Satisfaction Study Reports

Hampton, NH (PRWEB) December 23, 2013

Technology Business Researchs Corporate IT Buying Behavior & Customer Satisfaction Study (CSAT) is a quarterly series of end-customer research studies that benchmark customer satisfaction and loyalty across x86 servers, desktops, notebooks, and services and support. TBRs customer satisfaction scores are compiled by analyzing customer perspectives across sales, product and service experiences by measuring importance, satisfaction and loyalty.

Dell overtook HP and Lenovo for No. 1 in 3Q13 in customer enterprise desktop satisfaction by securing the top mean satisfaction score across all but two attributes (management capabilities and social media support). Dell and HP tied in weighted satisfaction scores in x86 servers, but Dell again secured the No. 1 position based on a higher proportion of customers who gave extremely satisfied ratings. HP earned the No. 1 position in notebook customer satisfaction in 3Q13, with competitive scores in sales, product and service attributes. Despite finishing behind HP, Dell maintained the highest customer loyalty for the second consecutive quarter, with 83% of customers planning to buy from Dell again and 80% likely to recommend Dell to a peer. IBM was the top-ranked vendor in x86 server services and support in 3Q13, with replacement parts availability, on-site response time, and ongoing services and maintenance rated the most important features by server purchasers. In PC services and support, HP secured the No. 1 position with top satisfaction scores in six attributes.

TBR believes that across all platforms, factors such as reliability, replacement parts availability and ongoing services are most critical in buying decisions because they ensure the reliable use and longevity of systems. Customers are loyal to PC and server vendors that continually exceed expectations for reliable, high-performing systems with a series of services that help keep their IT environments up and running, said TBR Senior Analyst Greg Richardson. PCs and x86 servers continue to be the backbone of major IT infrastructure, and customers rely on these systems to support their broader IT goals.

For more information about the Corporate IT Buying Behavior & Customer Satisfaction Study reports CSAT: Desktops, CSAT: Notebooks, CSAT: Services & Support and CSAT: x86-based Servers or to purchase one of the reports please contact Alison Crawford, senior marketing manager, at 603.758.1838 or alison.crawford(at)tbri(dot)com, or James McIlroy, vice president of sales, at 603.758.1813 or mcilroy(at)tbri(dot)com.


Technology Business Research, Inc. is a leading independent technology market research and consulting firm specializing in the business and financial analyses of hardware, software, professional services, telecom and enterprise network vendors, and operators. Serving a global clientele, TBR provides timely and accurate market research and business intelligence in a format that is uniquely tailored to clients needs. TBR analysts are available to further address client-specific issues or information needs on an inquiry or proprietary consulting basis.

TBR has been empowering corporate decision makers since 1996. For more information please visit

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