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.