HP Tops TBR Customer Satisfaction Survey

[#1]

Technology Business Research (TBR) recently released its 2Q-2008 x86 Server Customer Satisfaction Study results, and the news is EXCELLENT for HP this quarter.

HP ProLiant achieved the #1 ranking in both the Weighted Satisfaction Index (WSI) and the Overall Satisfaction Rating. The WSI ranking is a weighted customer satisfaction score that considers what is important and how satisfied customers are with each area of customer satisfaction. The overall satisfaction rating is the response from customers when asked “Overall how satisfied are you?”.  Together, these two indicators provide us with a quick snapshot of customer satisfaction for each vendor surveyed.

With these results, HP now has sole leadership and no longer shares the #1 position with the competition.  HP was the only competitor to demonstrate gains in every category measured by TBR (9 in total). Specifically, the results in Hardware Quality/Reliability, Management Tools, Server Value and Parts Availability were significantly higher than industry averages. TBR identified these four (4) areas as providing a competitive advantage for HP over its competition. HP also scored higher than industry averages in the all-important category of Overall Satisfaction.   According to TBR, customer expectations continue to rise as customers seek out new technology advances to counter serious datacenter challenges.  Customers are also searching for much more than attractive purchase pricing. Server value incorporates all expectations, incorporating everything from reliability to technical support  and management tools. The influence of relationship quality also figures strongly into customers’ perceptions of value. Our focus on delivering the products customers want continues to pay off. For nine (9) consecutive reporting periods, HP has remained ahead of the competition as the brand perceived as most differentiated. Customers continue to recognize the value HP delivers in the ProLiant brand.

And it gets better! Customer Loyalty is another excellent category for HP. For the last seven (7) quarters, HP has held the #1 position in customer loyalty. HP scores in customer loyalty for the last two quarters are the highest scores on record (since 2Q-2005).

One does not have to look far when looking for reasons why HP dominates customer loyalty. Customers recognize differentiated value. One example is in the area of server management. TBR reports that HP customers place management higher in priority than customers of our competitors. Customers expect more from HP and the results show HP has delivered. HP Systems Insight Manager (HP SIM) is a single software tool providing a consolidated view of everything you need to manage your server and it comes with every HP server.  TBR also measures customer expectations, customer priorities, and how well a company is meeting those needs. According to the survey, customers consider hardware quality, parts availability, and overall value as the three most important attributes of a server vendor. For customer expectations, scores show HP is meeting customer expectations in every measurable category, and, more importantly, HP ranks #1 in all three areas.  HP is focused on these attributes and also sees them as critical to our customers’ success. We continue to drive improvements in these areas by working with our developers, partners, and suppliers to drive quality into every server. As an example, by designing servers focused on customer self repair (CSR) customers have the flexibility to schedule and make a repair at their convenience.  Where do we go next? These results have set the bar higher and clearly identified the market leader. Our challenge moving forward will be to accelerate the pace and deliver on the expectations of our customers.  We’re committed to doing this – and it is evidenced in our offerings from the last few quarters. HP is listening to customers and delivering servers that reduce power consumption, expands virtualization, and enable success in the most demanding and complex computing environments. I welcome your comments – tell me how we are doing. Are there areas we can improve? Let me know – HP’s focus is on the customer and we need your input. 

[#2]

Really a good survey. HP components is mostly used by all now a days. They have become the major important for all the business companies for there office use and it is also helps to maintain a good schedule report of the business.

[#3]

 To who it may concern.

   Yesterday I discovered a major problem with my hp printer. I contacted one of your techs via "online" by the name of Norton. He guided through, and solved my problem. I found him to have been extremely patient and gracious. So i'm takeing the time to thank you all for your fine service.

 Now, just one more thing. I'm 75 years old, delt with lots of people during my time, but i've never delt with people as polite and patient, then puter people. Again, thank you.

       Casey   (kentuc@gbis.com)

[#4]

I brought a hp pinter all in on I had a probem with it and the lady Rosane worked with me on it  she was the niceses lady I ever worked with she was in Canada

[#5]

I have Pavilion dv2000 (serial number: 2ce6392w78 product number is: rg408ua).  During the first year it was serviced 3 times, and since then I have nothing but problems with this laptop.  Now I'm trying to recover system with HP factory recovery DVDs.  Today I rordered these disks for the 3rd time.  First, the version of the disks was wrong (part #436842), now I have correct version but it also has problem (after restart it will not complete setup) and HP technician told me to order another copy of the disks.  This is a "lemon" laptop but how the HP support can get something simple like restoring own product to be such a painfull experiance I can not understand.  This is something to be remembered for my next purchase.

pawel.goldas@comcast.net

[#6]

I would like to tell you what I think of your service, the lady that I spoke to was very rude.  I aquired your product with the hopes that it would be as good as the last printer that I've had, and that was an HP too.  Well, I cannot install it on my computer, and when I did, it will not accept it.  I can not print from the computer or print pictures.  I would really love to use this product, BUT IT WILL NOT WORK, it shows that the printer is ready, but no go.  HELP ME PLEASE.  Wendy doctersinn@aol.com

[#7]

I am an extremely dissatisfied HP owner.  I purchased a HP laptop (pavillion) as a Christmas present for my teenagers as a computer to do research and homework.  The kids never complained as the computer works fine when it is on the power cord, however, the battery does not charge as it does not click in the back of the computer.  When I realized that the computer was always on the power cord with the battery sitting on the desk, I asked my kids who said that the battery had never charged and  always falls from the computer.  I did go with the computer to Best buy, where I bought it as i thought it might be a faulty battery.  The Best Buy technician showed me that the computer is warped on the back and that it is the reason the battery does not stay in and therefore does not charge.  He told me that since the computer is under warranty to send it back to HP.  I did so, the entire process, take to Best Buy, call HP wait for the box, send the computer took about 3 weeks.  I got a call from HP that they want $300 to fix the computer, confirming that the computer's back is warped , that it is a damage from heat.  When I explained that the computer is not used by me and that I just realized the issue, they tell me I should have done so earlier.  The computer works fine on the power cord, and since it is a homework computer it does not travel outside the house. It is just a pain as it is always plugged in and there is a cord in the way, whether the computer sits  on the desk or is on the kids ' knees.   warranty is one year, and since it was a computer purchased for the kids we also purchased an extended warranty.  I have called all the numbers and I have been given the run-around about being too late to report the problem.  When I asked about speaking to a supervisor, again I have been given the run around.  It speaks volume about a company wen you are told they is no customer satisfaction center where you can resolve a n issue, and when the technician in the Philipines does not want to connect you with their supervisor.  I spoke with Melinda, John and Angelina.  Basically Best buy is sending to HP and HP is sending me back to Best Buy.  What is a customer to do?  I will try again, but you can rest assured that this is the very last HP product I buy, from a school calculator to a computer and that I will let warn all my friends of my bad experience with my computer and  the service your company provided and advise them against purchasing your products.

[#8]

Purchased touchsmart computer and warranty. system keeps freezing up, called for phone support, unsuccessfull repair.mailed system back to hp, unsucessfull repair. Called for phone support again, unsuccessfull repair. Mailed system back again, they returned system unsucessfull repair. Called hp, 48 hours later no return call. After numerous attempts to repair  system it should be replaced. So far the only thing I would give hp an a+ for is the mailing department. As for their technical support and repair center they have failed miserably. zcn509