We place our dedication to doing right by our customers in everything we do at Dell – from our products to our people and our support. It’s an aspect that’s built right into our direct-to-customer origins. So, you can imagine, there is no better proof that our continuous efforts to improve on the total customer experience are making an impact than to hear it directly from our customers. Today I’m pleased to report we achieved our highest American Consumer Satisfaction Index report scores since we first entered the survey in 1997.
According to ACSI this year’s all-time high PC industry satisfaction scores were influenced by the current transformation toward smaller, more mobile computing. We understand a great customer experience begins with product quality and design and we’ve used your insights to build Dell’s best-ever product line up including the stunning XPS 13 Ultrabook, XPS 14 and XPS 15 laptops. Just last month at the Internationale Funkausstellung Berlin (IFA) show, we unveiled three powerful additions to our industry-leading XPS brand of computers including the XPS 10, a 10-inch tablet built to support the Windows RT operating system and the XPS Duo 12 convertible that combines two devices in one, a powerful Ultrabook plus full featured tablet.
We take feedback, both good and bad, from each industry customer service and support study seriously, acting on what we hear and continually looking for ways to improve our service and support, processes, product quality and solutions. As our chief blogger Lionel Menchaca mentioned in a previous post, we can always do better. Our Social Outreach Services (SOS) team offers online support via @DellCares and @DellCaresPRO Twitter, Facebook and elsewhere online. In fact, they address 3,000 posts per week in 11 languages, with a 98 percent resolution rate. Support.dell.com also offers a wealth of resources for those looking for support online.
Our online support is just one aspect of our customer support efforts – keep your eye on this spot for updates on our efforts to improve the total experience for you, our customer. After all, at the end of the day it all comes back to delighting and doing right by you.