Corporate IT Users Rank Dell No.1 for Service and Support for 5th Consecutive Quarter
For a fifth consecutive quarter, a survey by Technology Business Research (TBR) has ranked Dell Services number one for customer satisfaction among corporate IT users. In TBR’s Corporate IT Service & Support Customers Satisfaction Study for the first quarter of 2010, Dell Services topped the rankings for the 31st time in the past 39 reporting periods over almost 10 years.
The noted industry survey measures corporate IT departments with a minimum number of desktops, laptops and servers. The latest TBR report said, “In 1Q10, Dell Services establishes industry standards for on-site expertise, on-site response time and phone support.”
Dell Services team members offer support services in 108 countries and territories worldwide, delivering support in 27 languages and manage more than 26 million customer contacts end-to-end annually. Dell Services operates seven Global Command Centers and offers tech support, services parts, field service, technical account managers, and engineering and warranty services. The company directly supports more than 14.2 million clients, servers and storage systems.
A key factor driving Dell Services’ competitive advantage, according to the report, is Dell’s on-site expertise and response time as well as phone support. In the latest survey, customer satisfaction with Dell’s basic repair services, phone support and remotely managed support increased significantly from previous studies.
Julie Perron, Manager of Primary Research, TBR
“Dell customers in the 1Q10 study continued to cite Dell Services as differentiated in its flexibility of service options more so than competitors’ customers, this being an essential ingredient of the Dell value proposition.”
“This trend is particularly noteworthy with respect to the categories of ease of doing business, parts availability, and phone support, suggesting Dell is making headway with respect to customer response to its services offerings. ”
Peter Altabef, President, Dell Services
“We are very pleased with this ranking because it is based on third-party customer surveys, and it demonstrates the consistency of our commitment to customer service and satisfaction.”
Dell Inc. (NASDAQ: DELL) listens to customers and delivers worldwide innovative technology and business solutions they trust and value. Dell Services develops and delivers a comprehensive suite of services and solutions in applications, business process, consulting, infrastructure and support to help customers succeed.
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