|
Groupware report card Ratings in red had the most impact on vendors' overall satisfaction grades for this product category. | |||
| Lotus | Microsoft | Novell | |
| Product reliability | 85 | 84 | 89 |
| Bug fixes/patches | 81 | 80 | 85 |
| Technical support | 79 | 76 | 83 |
| Cost of service & support | 78 | 76 | 81 |
| Overall service & support | 79 | 79 | 84 |
| Representative's attitude | 81 | 80 | 83 |
| Product line integration | 80 | 81 | 81 |
| Representative's competency/knowledge | 80 | 80 | 83 |
| Availability of bug fixes/patches | 79 | 81 | 83 |
| Ease of submitting trouble tickets | 79 | 76 | 81 |
| Telephone support | 76 | 75 | 81 |
| On-site support | 76 | 70 | 76 |
| Web-based support | 75 | 71 | 76 |
| Time to respond to problems | 74 | 75 | 79 |
| Escalation procedures | 75 | 75 | 89 |
| Time to resolve problems | 74 | 75 | 79 |
| Representative's familiarity with company | 75 | 73 | 80 |
| Follow-ups to check satisfaction | 75 | 71 | 76 |
| MEAN GRADE | 78 | 78 | 81 |
RELATED LINKS
Apply for your free subscription to Network World. Click here. Or get Network World delivered in PDF each week.
Request a reprint or permission to use this article.
