Routers report card Ratings in red had the most impact on vendors' overall satisfaction grades for this product category.
	3Com	Bay	Cabletron	Cisco
Product reliability	93	91	91	93
Repair service	89	88	88	90
Technical support	86	84	88	90
Cost of service & support	85	86	83	88
Overall service & support	86	85	88	88
Representative's attitude	84	83	86	85
Product line integration	84	84	86	86
Representative's competency/knowledge	85	83	86	88
Availability of required parts	86	84	86	86
Ease of submitting trouble tickets	84	84	85	86
Telephone support	85	84	85	85
On-site support	80	83	84	86
Web-based support	86	81	84	85
Time to respond to problems	83	83	84	84
Escalation procedures	81	83	84	84
Time to resolve problems	83	83	84	84
Representative's familiarity with company	80	81	83	86
Follow-ups to check satisfaction	80	80	81	83
MEAN GRADE	85	84	85	86

Back to the 1998 service and support survey