User Satisfaction with Hardware Drops in Q2
When itcomes to equipment satisfaction, nobody beats Dell. That's the conclusionreached by a study of corporate end-user approval of Intel-based server, desktop,and laptop/notebook equipment in the second quarter of 2000.
DellComputer Corp. (www.dell.com) led the user satisfaction ratings acrossall three equipment areas in the CorporateIT Buying Behavior & Customer Satisfaction Study: Intel Servers, Desktopsand Notebooks. The quarterly report is released by Technology BusinessResearch Inc. (www.tbri.com).
While usersatisfaction levels dropped nearly across the board, TBRIs weighted ratingswere generally positive for the market leaders, with scores ranging from 76 to89 satisfaction points out of 100.
Dell wasthe only vendor to show an increase from the first to second quarter in usersatisfaction in any of the categories -- a 0.9 percent jump in the server area.Dell showed negative approval movement in desktops and notebooks for thethree-month period.
CompaqComputer Corp. (www.compaq.com) and IBM Corp. (www.ibm.com) had satisfaction declines for the secondquarter in all three categories.
GatewayInc. (www.gateway.com) had a negative showing negatively amongdesktops; Toshiba Inc. (www.toshiba.com) slid among notebooks; and Hewlett-PackardCo. (www.hp.com) slipped inboth servers and desktops. Compaq hadone of the most dramatic swings: In the desktop arena, the company slid 3.7 percentin the second quarter after a 4.0 percent gain in the previous quarter; andwith notebooks the company dove 7.0 percent after a plus 3.8 percent in thefirst quarter 2000. Inconsistent support and a general dissatisfaction withcosts were blamed for the decline.
Otherstatistics of note: Hewlett-Packard showed a 3.1 percent decline in desktopsatisfaction, and IBM continued a declining pattern from the previous quarterin desktops and notebooks.
Servers
| Vendor | 2000 Score | Change of 1Q00 over 4Q99 | Change 2000 over 1Q00 |
| Dell | 89.02 | 0% | +0.9% |
| Compaq | 86.34 | 0% | +0.8% |
| HP | 86.12 | +2.0% | -2.0% |
| IBM | 81.58 | 0% | -2.4% |
Desktops
| Vendor | 2000 Score | Change of 1Q00 over 4Q99 | Change 2000 over 1Q00 |
| Dell | 86.76 | 0% | -2.5% |
| Compaq | 82.83 | +4.0% | -3.7% |
| Gateway | 82.30 | +2.1% | -0.5% |
| HP | 81.25 | 0% | -3.1% |
| IBM | 79.90 | -2.0% | -2.0% |
Notebooks
| Vendor | 2000 Score | Change of 1Q00 over 4Q99 | Change 2000 over 1Q00 |
| Dell | 84.62 | +3.1% | -2.4% |
| IBM | 78.03 | -1.4% | -2.8% |
| Compaq | 76.44 | +3.8% | -7.0% |
| Toshiba | 76.32 | 0% | -1.8% |
Tally based on scale of 100 points based on varying satisfaction factors.
Source: Technology Business Research Inc.