|
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 |
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