Technology Business ResearchAccelerating Customer Success Through Business Research                                       ...
Service & SupportCorporate IT Buying Behavior & Customer Satisfaction StudySecond Quarter 2011                            ...
Content                                                                                                         TBR  Slide...
TBR                                     2Q11 Corporate                  Service & Support Satisfaction                    ...
2Q11 Corporate Service & Support Satisfaction at a Glance                                                                 ...
2Q11 Corporate Service & Support Satisfaction at a Glance                                                                 ...
2Q11 Corporate Service & Support Satisfaction at a Glance                                                                 ...
2Q11 Corporate Service & Support Satisfaction at a Glance                                                                 ...
2Q11 Corporate Service & Support Satisfaction at a Glance                                                                 ...
2Q11 Corporate Service & Support Satisfaction at a Glance                                                                 ...
TBR                    2Q11 Competitive Placement                                 Summary & Insights11   Service & Support...
Key Findings: Overall Study                                                                                               ...
Key Findings: x86 Server Support                                                                                          ...
Key Findings: x86 Server Support                                                                                          ...
Key Findings: Desktop/Notebook Support                                                                                    ...
Key Findings: Desktop/Notebook Support                                                                                    ...
The Score in 2Q11                                                                                                         ...
The Score in 2Q11                                                                                                         ...
Most Noteworthy Events – Performance Differentiation Shifts                                                               ...
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study
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Technology Business Research is a different kind of research company. Our bottoms-up approach provides a look at the technology industry unlike anything you’ve seen before. We analyze company performance in professional services, networking and mobility, computing and hardware, and software on a quarterly basis, leveraging our data to create industry benchmarks and landscapes that provide a business perspective on leaders and laggards and their business plans. We are experts in the business of technology.

The TBR Computing research team compiled information from the Second Quarter 2011 into this Corporate IT Buying Behavior & Customer Satisfaction Study. These supporting slides include information regarding internal support organizations, Dell Services, IBM Global/Lenovo Services, and HP Services. TBR provides insight on hot topics such as competitive placement, performance differentiation shifts, server support, desktop/notebook support, critical metrics, historical record, and their own Watch List.

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TBR 2Q11 Corporate IT Buying Behavior & Customer Satisfaction Study

  1. 1. Technology Business ResearchAccelerating Customer Success Through Business Research TBR T E C H N O L O G Y B U S I N E S S R ES E AR C H , I N C .
  2. 2. Service & SupportCorporate IT Buying Behavior & Customer Satisfaction StudySecond Quarter 2011 OVERALL SUPPORT SERVICES x86 SERVER SUPPORT DESKTOP/NOTEBOOK SUPPORT 2Q11 2Q11 2Q11 Strength/ Strength/ Strength/ 2Q11 TBR 2Q11 WSI Weakness 2Q11 TBR 2Q11 TBR Weakness 2Q11 TBR 2Q11 TBR Weakness SUPPORT PROVIDER RANK SCORE Points RANK SCORE Points RANK SCORE Points Internal Support Organizations 1 85.9 +16 1 85.9 +14 1 85.8 +14 Dell Services 2 82.8 +2 3 82.0 0 2 83.7 +3 IBM Global/Lenovo Services 2 82.4 +1 2 83.0 +5 3 81.7 -1 HP Services 2 81.5 -1 3 81.9 0 3 81.1 -1 Publication Date: Sept. 23, 2011 Author: Julie Perron TBR T E C H N O L O G Y B U S I N E S S R ES E AR C H , I N C .
  3. 3. Content TBR Slides and Modules 3 2Q11 Corporate Service & Support Satisfaction At A Glance 10 2Q11 Competitive Placement Summary & Insights 11 Key Findings 16 The Score in 2Q11 18 Most Noteworthy Events - Performance Differentiation Shifts 21 Server Support - Segment Analysis 25 Desktop/Notebook Support - Segment Analysis 29 Critical Metrics Summary 32 TBR’s Watch List 38 Historical Record 3 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  4. 4. TBR 2Q11 Corporate Service & Support Satisfaction At A Glance4 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  5. 5. 2Q11 Corporate Service & Support Satisfaction at a Glance TBRIBM and Dell regain honors in their respective server anddesktop/notebook support satisfaction segmentsIn-house support continues to assert itself as the overall model of maintenance efficiencyIBM holds server support Dell Services maintains theleadership position for the advantage for desktop/sixth straight reporting 2Q11 WEIGHTED SCORES AND RANKING notebook support for its thirdperiod TBR BY SUPPORT SEGMENT straight period 89.0• IBM outpaced its OEM • Dell Services defended its top competitors by excelling 87.0 85.9 85.8 ranking position by across key areas that 85.0 1 83.0 83.7 1 outperforming competitors touch on each aspect of 83.0 82.0 81.9 2 81.7 across most categories. 81.1 the support experience – 81.0 2 3 3 3 3 • At a considerable distance on-site support, phone 79.0 from Dell, Lenovo Services and support, replacement 77.0 HP Services shared the No. 3 parts availability, and the Server Support Desktop/Notebook Support ranking position. HP was cited perception of services Dell Services Internal Support Organizations with a competitive warning for value. IGS/Lenovo Services HP Services technical expertise, while• Dell and HP Services SOURCE: TBR Lenovo Services was cited shared the No. 3 ranking with a warning for online position. Both contenders support – both areas in which lacked the differentiation Dell excelled and earned exhibited by IBM across competitive strengths. the areas identified above. • The internal support teams continued to substantially outperform OEM support providers across seven of the nine categories in both segments. 5 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  6. 6. 2Q11 Corporate Service & Support Satisfaction at a Glance TBRIn-house support is again cited as the ideal experience, over a muddledfield of OEM support providers with a few specific strengths & challenges 2Q11 Key Takeaways:TBR Service Provider 2Q11 Scorecard • The internal support group defended its historical position as the model against which OVERALL RESULTS we measure OEM support providers. INTERNAL IGS/LENOVO • Conservative budgeting of internal resourcesSUPPORT PROVIDER SUPPORT DELL SVCS SVCS HP SVCS ensured the continued standing of self supportBrea k/Fi x Servi ces   *  as the best source for managing ITOn-s i te Techni ca l Expertis e     infrastructures.On-s i te Res pons e Ti me/Commi tment     • The three OEM support providers shared theTel ephone/Hel pdes k Support   *  No. 2 ranking position, with their WSI ratings at a considerable distance from that of internalOnl i ne Support  *   support.Remotel y Ma na ged Support     o Dell Services’ position improved, gaining aRepl a cement Pa rts Ava i l a bi l i ty     new competitive strength for online support.Support Servi ces Pri ci ng/Va l ue     o IGS’ position strengthened asHa rdwa re Ins tal l a tion/Confi gura tion  *   well, recovering from its previous warningNumeri c Va l ue 16 2 1 -1 for on-site response time.Wei ghted Sa tis fa ction Score 85.9 82.8 82.4 81.5 o The general strengthening of Dell’s and IGS’Ra nki ng 1 2 2 2 scores were mitigated somewhat by DellRa nki ng, OEM Support Provi ders Onl y 1 1 1 giving up its previous strength for on-site response and IGS receiving a new warningKey: Weakness;  Strength; ¡ Ne utra l. Warning area fo r weakness, but insufficient data to substantiate at this time. * The de te rm ina tio n wa s m a rgina l. for online support. o HPS’ performance improved modestly, yet a The Overall Results combine the server and desktop/notebook previous challenge – on-site technical results into one, with sample sizes of 250 or more per group. expertise – returned.6 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  7. 7. 2Q11 Corporate Service & Support Satisfaction at a Glance TBRIBM Support outshines competitors for x86 server-related support servicesfor the sixth straight period due to broadly differentiated services 2Q11 Key Takeaways:TBR x86 Server Service Provider 2Q11 Scorecard • The internal support group held firm, substantially outperforming OEM SERVER SUPPORT support providers in all categories but parts INTERNAL availability and phone support.SUPPORT PROVIDER SUPPORT IBM SVCS DELL SVCS HP SVCS • Internal support gave up its previous (andBrea k/Fi x Servi ces  *   typically repetitive) competitive advantageOn-s i te Techni ca l Expertis e  *   for phone support, as its 2Q11 score was noOn-s i te Res pons e Ti me/Commi tment     longer significantly higher than that of IBM. • IBM Support earned its sixth consecutive topTel ephone/Hel pdes k Support  *   ranking, driven by repeated competitiveOnl i ne Support     strengths across five key categories –Remotel y Ma na ged Support     break/fix services, on-site expertise, phoneRepl a cement Pa rts Ava i l a bi l i ty  *   support, parts availability, and supportSupport Servi ces Pri ci ng/Va l ue  *   services value.Ha rdwa re Ins tal l a tion/Confi gura tion     • Dell Services and HP Services continued toNumeri c Va l ue 14 5 0 0 share a subordinate ranking position toWei ghted Sa tis fa ction Score 85.9 83.0 82.0 81.9 IBM, neither exhibiting the needed differentiation perception that IBM hasRa nki ng 1 2 3 3 continued to own.Ra nki ng, OEM Support Provi ders Onl y 1 2 2 • With a full slate of neutralKey: Weakness;  Strength; ¡ Ne utra l. Warning area fo r weakness, but insufficient data to substantiate at this time. performances, only one category exhibited * The de te rm ina tio n wa s m a rgina l. significant differences between the scores of The Server Support Results are based on views of IT Dell and HP Services – hardware deployment. managers/directors that primarily support x86-based servers, with a sample size of 125 or more per group.7 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  8. 8. 2Q11 Corporate Service & Support Satisfaction at a Glance TBRDell Services continues to exert its leadership status in desktop/notebook support 2Q11 Key Takeaways: • The internal support group held firm, substantiallyTBR Desktop/Notebook Service Provider 2Q11 Scorecard outperforming OEM support providers in all but two categories – break/fix services and parts DESKTOP/NOTEBOOK SUPPORT availability. INTERNAL • Internal support gave up its competitive advantageSUPPORT PROVIDER SUPPORT DELL SVCS LENOVO SVCS HP SVCS for break/fix services, an area in which the groupBrea k/Fi x Servi ces     has typically dominated the competition eachOn-s i te Techni ca l Expertis e     reporting period.On-s i te Res pons e Ti me/Commi tment     • Dell Services maintained its top ranking position asTel ephone/Hel pdes k Support     a result of continued performance differentiationOnl i ne Support  *   through its on-site technical expertise rating. A new online support strength was added, at the cost ofRemotel y Ma na ged Support     giving up its on-site response time strength thatRepl a cement Pa rts Ava i l a bi l i ty     had been present in the previous two periods.Support Servi ces Pri ci ng/Va l ue     Dell’s substantially higher-than-average WSI ratingHa rdwa re Ins tal l a tion/Confi gura tion     was enhanced by marginal advantages overNumeri c Va l ue 14 3 -1 -1 competitors across most of the remainingWei ghted Sa tis fa ction Score 85.8 83.7 81.7 81.1 categories.Ra nki ng 1 2 3 3 • HP Services was reissued a previously rescindedRa nki ng, OEM Support Provi ders Onl y 1 2 2 competitive warning for on-site expertise.Key: Weakness;  Strength; ¡ Ne utra l. Warning area fo r weakness, but insufficient data to substantiate at this time. • Lenovo Services shared the No. 3 ranking position * The de te rm ina tio n wa s m a rgina l. with HPS, being cited with a new competitive warning for online support. Yet, Lenovo Services The Desktop/Notebook Results are based on views of IT was the most improved performer in this study managers/directors that primarily support desktop and laptop segment, recovering from its previously issued PCs, with a sample size of 125 or more per group. warning for on-site response time. 8 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  9. 9. 2Q11 Corporate Service & Support Satisfaction at a Glance TBR Satisfaction with support services gently rises in 2Q11 • Satisfaction with support services has increased during the past two reporting PERCENT CHANGES IN MEAN SATISFACTION POSITIONS, 2Q11 VS. 1Q11 periods, at a modest rate. TBR • The overall satisfaction rating Dell Services HP Services IGS/Lenovo Services Internal Support Organizations 4% (group to the far right) servesShifts of 3% or greater indicate as a leading indicator. Thesignificant change between 3% more solid level of 2% improvement within this 1% metric suggests satisfactionreporting periods. 0% levels across the individual -1% categories could move more -2% substantially in the near future. -3% -4% • TBR observed modest weakening on the part of the Support Services Value Break/Fix Services Online Support Overall Satisfaction On-site Technical Expertise Parts Availability Phone Support On-site Response Time Hardware Deployment Remotely Managed Support internal support teams, affecting perceptions of phone support, remotely managed support, hardware deployment and overall SOURCE: TBR services value. These shifts, however, were inconsequential both in magnitude and in contrast to the improving overall satisfaction rating. 9 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  10. 10. 2Q11 Corporate Service & Support Satisfaction at a Glance TBR The score corrections of late 2010 appear to have been short-lived; satisfaction levels begin a slow recovery toward 3Q10 high points • Satisfaction with supportTBR OEM SUPPORT PROVIDER SATISFACTION, PAST FOUR CALENDAR QUARTERS services spiked in 3Q10, followed 7.00 by a snap-back during the forth Jul-Sep 10 Oct-Dec 10 Jan-Mar 11 Apr-Jun 11 quarter of last year. 6.50 • The 3Q10 (also evident in 2Q10) 6.00 burst of enthusiasm was driven 5.50 by a combination of new product purchases with fresh warranties 5.00 and resumed IT staff 4.50 hiring, where enthusiasm with new hardware spilled over into 4.00 perceptions of services. On-site Technical Expertise Hardware Deployment Remotely Managed Support Overall Satisfaction Replacement Parts Support Services Online Support Phone Support Break/Fix On-site Response Pricing/Value • The full correction occurred Availability during 4Q10, when most satisfaction positions returned to their first-quarter levels.SOURCE: TBR • The results from 1H11 show customer satisfaction beginning to slowly rebuild, and in most The mean satisfaction ratings in the graph are based on the study results of cases establishing sustainable discrete calendar quarters and not the “reporting periods” (comprising two patterns indicative of more calendar quarters) TBR generally reports. The graph exemplifies average stable attitudes. Note the overall ratings across the three OEM support providers – Dell Services, HP Services satisfaction rating is currently and IGS/Lenovo Services. very close to its 3Q10 position. 10 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  11. 11. TBR 2Q11 Competitive Placement Summary & Insights11 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  12. 12. Key Findings: Overall Study TBROVERALL RESULTS: Internal support organizations continue theirexemplary performancesDell and IGS performances are enhanced by successes within various segments Factors Driving Rankings:TBR SERVICE & SUPPORT SATISFACTION MEANS ANALYSIS 6.80 • Internal support’s No. 1 ranking was 6.60 Internal Support Organizations Dell Svcs HP Svcs IGS/Lenovo Svcs driven by an inspiring set of 6.40 6.20 performances, substantially outpacing the 6.00 OEM support providers in all but one 5.80 category (parts availability). 5.60 • TBR noted insufficient performance 5.40 5.20 differences across the three OEM support 5.00 providers to assign separate ranking Support Services Pricing/Value Replacement Parts Availability On-site Response Time/ Remotely Managed Support On-site Technical Expertise Break/Fix Services Telephone/Helpdesk Support positions. Overall Satisfaction Deployment/Installation Online Support Commitment o Dell Services outpaced its OEM Hardware competition across two areas – online support and hardware deployment – while failing to deliver on its previousSOURCE: TBR advantage for on-site response time satisfaction (present in the two previous periods). = TBR issued competitive strength in 2Q11 o IGS also earned two strengths = TBR issued competitive weakness or warning in 2Q11 (break/fix, phone support), their effects mitigated somewhat by a warning for online support. o HPS was cited with one competitive warning, for on-site expertise.12 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  13. 13. Key Findings: x86 Server Support TBRx86 SERVER SUPPORT RESULTS: In-house support remains No. 1;IBM outperforms Dell and HP Services for the fifth straight period TBR SATISFACTION WITH SERVER SUPPORT, 1Q09 to 2Q11 The Context 92.0 • Customer satisfaction with x86-based server support services took a hit in 2009 as 90.0 a result of the spending cuts caused by the 88.0 Great Recession. WSI ratings progressively declined throughout the year, leaving no 86.0 competitor (not even the in-house teams) 84.0 immune to the trend. • By 1Q10, however, customer satisfaction 82.0 score slides halted, and improved in IBM’s 80.0 case. In 2Q10, the real excitement started; 78.0 customer satisfaction ratings surged across all groups, resulting in a split between 76.0 No. 1 ranked internal support and IBM over 1Q09 2Q09 3Q09 4Q09 1Q10 2Q10 3Q10 4Q10 1Q11 2Q11 No. 2 ranked Dell and HP Services. SOURCE: TBR Dell Services HP Services IGS/IBM Services Internal Support • In 3Q10, the internal support organizations2Q11 Developments resumed their place alone at the top, while• Satisfaction positions are beginning to slowly IBM established a ranking position improve, suggesting some customers may have undertaken advantage over Dell and HPS. recent product refreshes, which ordinarily include fresh • In 4Q10 and into 1Q11, satisfaction scores warranties. corrected, returning to positions held prior• IBM maintained its status as the top-ranked OEM support to the ebullience of the previous several provider, while Dell and HP Services’ scores remained periods. Ranking positions remained interlocked. 2Q11 was the fifth consecutive reporting period in constant. which the companies were so aligned. IBM’s No. 1 rankings include a sixth period (1Q10) when TBR ranked all three OEM13support Service & Support Customer Satisfaction | Second Calendar Quarter 2011 providers at the No. 1 spot. ©2011 Technology Business Research Inc.
  14. 14. Key Findings: x86 Server Support TBRx86 SERVER SUPPORT RESULTS: Performance differentiation examplesremain plentiful, favoring internal support and IBM Factors Driving Rankings: MEAN CUSTOMER SATISFACTION BY SUPPORT OFFERING - SERVERS/STORAGE ONLY TBR • Internal support’s 6.60 No. 1 ranking was the result of 6.40 Dell Services HP Services IGS (IBM) Services Internal Support consistently outperforming OEM 6.20 competitors across all but parts 6.00 availability and (new to 2Q11) 5.80 phone support. 5.60 • IBM’s sole No. 2 ranking was 5.40 delivered through solid 5.20 performances across 5.00 break/fix, technical expertise, phone support, parts Phone Support Break/Fix Web Support Parts Availability Overall Satisfaction Overall Value On-site Response Time Remotely Managed On-site Expertise Hardware Deployment availability and support services value. These results entirely mirrored those of the previous SOURCE: TBR reporting period. • While Dell and HP Services = TBR issued competitive strength in 2Q11 remained in a shared = TBR issued competitive weakness or warning in 2Q11 No. 3 ranking, it was not theIBM holds a consistent leadership position, as evidenced by its record of result of specific warnings orcompetitive strength wins:. weaknesses, as all were lifted in• Break/fix Services: 6 of the past 7 reporting periods 1Q11 and remained in check into• On-site Expertise: 5 straight wins 2Q11. Dell and HP Services simply lacked the competitive strength• Phone Support: 2 straight wins of several of IBM’s performances.• Replacement Parts Availability: 2 straight wins• Support Services Value: 3 straight wins 14 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  15. 15. Key Findings: Desktop/Notebook Support TBRDESKTOP/NOTEBOOK SUPPORT RESULTS: In-house support remains No. 1;Dell Services reiterates performance edge over Lenovo and HP Services SATISFACTION WITH DESKTOP/NOTEBOOK SUPPORT, 1Q09 to 2Q11 TBR The Context 90.0 • Customer satisfaction with desktop and notebook systems support began to 88.0 decline as far back as mid-2008 but 86.0 accelerated during the recession of 2009. 84.0 • By 1Q10, customer satisfaction scores for all competitors either stabilized or 82.0 improved. Dell Services’ improvement 80.0 was substantial enough to deliver a sole No. 1 ranking. 78.0 • In 2Q10, ranking positions held 76.0 steady, with Dell Services as the 1Q09 2Q09 3Q09 4Q09 1Q10 2Q10 3Q10 4Q10 1Q11 2Q11 singular SOURCE: TBR Dell Services HP Services IGS/Lenovo Services Internal Support No. 1 ranked player, internal support and Lenovo Services sharing No. 2 and2Q11 Developments HPS ranked No. 3.• Satisfaction scores began to show signs of recovery for Dell and • In the succeeding periods, Dell and Lenovo Services, while HPS’ scores held fairly steady. In-house Lenovo Services switched support scores, however, continued to weaken. positions, with Lenovo taking No. 1 in• Dell earned its third consecutive win. Dell has placed at the top of 3Q10 and Dell regaining the lead in the OEM provider rankings in five of the past six reporting 4Q10. Dell kept its leadership position periods. in 1Q11.• Lenovo Services, while remaining in a subordinate ranking position to Dell, was the most improved performer.• HP Services remained in a shared ranking position with Lenovo.15 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  16. 16. Key Findings: Desktop/Notebook Support TBR DESKTOP/NOTEBOOK SUPPORT RESULTS: Dell Services edges the competition with its online support and technical expertise ratings Factors Driving Rankings: MEAN CUSTOMER SATISFACTION BY SUPPORT OFFERING -TBR DESKTOPS/NOTEBOOKS ONLY • Internal support’s No. 1 ranking was the 6.80 result of consistently outperforming 6.60 Dell Services HP Services Lenovo Services Internal Support OEM competitors in all categories but 6.40 parts availability and (new in 2Q11) and 6.20 break/fix. 6.00 • Dell Services’ No. 2 ranking, behind the 5.80 in-house group, was the result of two key performance differentiators, where Dell 5.60 earned competitive strengths: on-site 5.40 expertise and online support. 5.20 • Dell Services has earned competitive 5.00 strengths for on-site technical expertise Web Support Parts Availability Break/Fix Overall Satisfaction Phone Support On-site Response Time Remotely Managed Hardware Deployment On-site Expertise Overall Value for two consecutive reporting periods. However, its on-site response time rating did not quite hold up to pastSOURCE: TBR successes, with TBR lifting the competitive strength held during the = TBR issued competitive strength in 2Q11 previous two periods. = TBR issued competitive weakness or warning in 2Q11 • No. 3-ranked Lenovo Services and HPS were positioned below Dell Services across most categories (overall value excepted), particularly with respect to two key challenges – online support for Lenovo Services and on-site expertise for HP Services. 16 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  17. 17. The Score in 2Q11 TBRInternal organizations validate themselves as the ideal support experiencePerformance differentiation across the OEM support providers is diminishedThe overriding trend in 2Q11 was for gentlyrising satisfaction following two previous 2Q11 VERSUS 1Q11 WEIGHTED SATISFACTIONperiods of considerable score weakening. TBR RATINGS AND RANKS 92.0 90.0 88.0 86.3 85.9 Dell Services’ WSI exhibited a 0.8% improvement 86.0 1 2 84.0 82.2 1 82.8 81.8 81.2 82.4 81.5 Improving scores were led by online support (+1.6%); 82.0 2 there were no weakening positions. 80.0 2 2 2 2 2 78.0 HPS’ WSI increased by 0.5% 76.0 Satisfaction improvement was led by on-site support 1Q11 Internal Support Organizations 2Q11 IGS/Lenovo Services & Partners response time (+1.7%); there were no weakening HP & Partners Dell & Partners positions. SOURCE: TBR 3 3 IGS’ WSI advanced by 0.8% On-site response time (+2%) led the list of improving 2Q11 satisfaction score improvement was driven by : positions; there were no examples of score declines. • Server support satisfaction scores Internal support’s WSI dipped by 0.5% increased, particularly within the Dell and HP There were no examples of significantly shifting groups, and particularly relative to on-site support scores. response time. • Desktop/notebook support satisfaction scores were less energized and, in some cases, weakened. Dell and HP scores were basically constant, while those of Lenovo improved. Internal support scores receded.17 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  18. 18. The Score in 2Q11 TBRTBR’s Competitive Strength & Weakness determinations reinforcethe 2Q11 ranking position placement decisionsThese determinations are based on two-pronged results: statistical significance tests(three tests) and GAP analysis (two tests) • The singular No. 1 ranking position held by TBR 2Q11 Service Provider Strengths and Weaknesses Summary the internal support group was enhanced CHANGES IN PERFORMANCE DIFFERENTIATION SINCE 1Q11 VENDOR INTERNAL SUPPORT DELL SVCS IGS/LENOVO SVCS HP SVCS by it receiving competitive strengths inCONSTANT Break/Fix Services   *  eight of the nine categories.EXPANDING On-site Technical Expertise     • In addition to the close proximity of theirCONTRACTING On-site Response Time/Commitment     WSI scores, the three OEM supportCONSTANT Telephone/Helpdesk Support   *  providers shared the No. 2 ranking in 2Q11EXPANDING Online Support  *   Remotely Managed Support     as a result of a mixture ofCONSTANTCONSTANT Replacement Parts Availability     developments, all modest in terms ofCONSTANT Support Services Pricing/Value     overall effects.CONSTANT Hardware Installation/Configuration  *   • Dell Services earned two marginal Numeric Value 16 2 1 -1 strengths, yet within relatively low priority Weighted Satisfaction Score 85.9 82.8 82.4 81.5 Ranking 1 2 2 2 areas (online support and hardware Adjusted Ranking 1 1 1 deployment). Dell was unable to carry (Third-Party Providers Only) Key: Weakness;  Strength;  Neutral.  Warning area for weakness, but insufficient data to substantiate at this time. forward a previous win in a higher priority * The determination was marginal. category – on-site response time. SOURCE: TBR • IGS earned two marginal strengths, one of YELLOW boxes indicate areas where Strength/Weakness which was in a top category – break/fix determinations have been downgraded from the previous reporting services. These strengths were offset by a period. new warning, for online support. BLUE boxes indicate determinations that mark an upgrade. • HP was cited with one warning, for technical expertise.The principal developments in 2Q11 involved a merging of • In the end, the weights, calculated againstcustomer perceptions around on-site response time and the the satisfaction scores, delivered three WSIemergence of online support as a new performance differentiator. ratings that, again, were too close for TBR to separate the rankings. 18 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
  19. 19. Most Noteworthy Events – Performance Differentiation Shifts TBR On-site response time drops off the list of experiences separating OEM support providers In 1Q11, Dell Services’ on-site support response time satisfaction rating was significantly higher than those of HPS and IGS, leading TBR to assign Dell its second consecutive strength. IGS’ score was significantly lower than average, resulting in a competitive warning. As expected, the in- house support group’s rating was in a range all its own. By 2Q11, scores for HPS and IGS nudged up by a two-to-one greater factor than that of Dell, resulting in scores that could not be differentiated via statistical significance test. The in-house group continued to dominate the category. Between 1Q11 and 2Q11, IGS and HPS 1Q11 traded in many of their previously level-5 2Q11 scores for level-6 scores. This largely evened the score against Dell. It should be noted, however, that Dell Services continued SATISFACTION WITH ON-SITE RESPONSE TIME BY RATINGS CATEGORY SATISFACTION WITH ON-SITE RESPONSE TIME TBR BY RATINGS CATEGORY to bring in the greatest number of Perfect 7 TBR 60% 70% ratings and fewer level 5s. The difference 60% from those of competitors, however, was 50% 50% just not enough for Dell to earn the 40% 40% competitive strength for the third straight 30% 30% period; scores were too spread out for the 20% 20% significance test to turn positive. These 10% 10% results were driven by developments on the 0% 0% <5 5 6 7 desktop/notebook support side, where <5 5 6 7SOURCE: TBR Dell Services HPS IGS/Lenovo Services In House Lenovo’s mean score increased by nearly 3% SOURCE: TBR Dell Services HPS IGS/Lenovo Services In House against more static competitors’ ratings. TBR lifted the competitive warning against Lenovo in that study segment, along with Dell’s previous competitive strength. 19 Service & Support Customer Satisfaction | Second Calendar Quarter 2011 ©2011 Technology Business Research Inc.
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