Lenovo tops customer satisfaction among notebook users
13 Sep 2006
Mumbai: Technology Business Research's 2Q 2006 survey ''corporate IT buying behaviour and customer satisfaction study'' has ranked Lenovo at the top in customer satisfaction for hardware quality, reliability and product design features in the notebooks category.
This is the seventh consecutive quarter in which Lenovo has dominated in hardware reliability, confirming the long-standing ThinkPad reputation for durability and exceptional product design. Lenovo was also cited for its substantial improvements in delivery time, phone support and notebook value.
"We believe Lenovo''s differentiators and core advantage in the industry are based on the company's focus on quality, innovation and engineering," said Jon Lindy, president of TBR.
Other highlights from the TBR report include the following as likely drivers of Lenovo's leading position:
- Lenovo achieved significantly lower notebook PC failure rates than industry averages
- The use of Active Protection System, an air-bag like mechanism that protects the hard drive, is found to reduce hard drive failures by 30 per cent as compared to other systems
- Lenovo''s customer complaint management was identified as a strong differentiator for its proactive approach to remediate customers'' technology-related concerns
"Our objective is to deliver new product features, functionality and design that support customers'' day-to-day activities and drive better ways for them to do business," said Christopher Askew, senior vice president, Customer Service, Lenovo. "By combining our rock-solid design with specially-developed productivity tools, Lenovo PCs provide the highest level of hardware quality and reliability, to help ensure that our customers have a worry-free computing experience."
TBR''s report commended Lenovo PCs for several industry-firsts including a magnesium roll-cage to improve system rigidity, ultra slim 9.5 mm optical drives, an integrated security chip and a preloaded one-button data backup and recovery solution. In addition, Lenovo recently unveiled the Lenovo 3000 product family - the company''s first line of Lenovo-branded notebooks and desktops targeting small and medium businesses.
TBR's 'corporate IT buying behaviour and customer satisfaction study'' is a quarterly report based on data collected from the previous six months. The recently published report includes data from January 2006 — June 2006. The audience comprised large US enterprises that plan to purchase at least 100 notebook systems in the next year.
