Servers report card Ratings in red had the most impact on vendors' overall satisfaction grades for this product category.
	Compaq	Dell	HP	IBM
Product reliability	91	90	93	90
Repair service	86	88	80	86
Technical support	84	84	85	80
Cost of service & support	83	85	79	78
Overall service & support	85	86	86	84
Representative's attitude	84	85	85	86
Product line integration	85	90	84	80
Representative's competency/knowledge	84	84	84	84
Availability of required parts	83	86	83	79
Ease of submitting trouble tickets	81	86	84	83
Telephone support	83	86	80	81
On-site support	80	86	85	83
Web-based support	81	86	82	80
Time to respond to problems	81	86	82	81
Escalation procedures	81	86	82	78
Time to resolve problems	80	86	82	79
Representative's familiarity with company	79	80	78	84
Follow-ups to check satisfaction	76	83	79	78
MEAN GRADE	83	85	83	81

Back to the 1998 service and support survey