CORPORATE IT BUYING BEHAVIOR AND CUSTOMER SATISFACTION STUDIES

Our Quarterly Corporate IT Buying Behavior and Customer Satisfaction Studies provide detailed analyses of medium and large corporate end users with regard to their notebook, desktop, and x86-based server installed brands. These reports are intended to represent a consistent cross-section of industry groupings among medium and large U.S. corporations. TBR has compiled and analyzed satisfaction data each quarter since 1Q97.

For end users, the reports address corporate adoption rates, standards of evaluation, vendor loyalty, and customer satisfaction across myriad purchase criteria, which can help support and frame decisions on brand acquisitions. For vendors, they offer competitive posturing and implementation of market/business/service programs. For the financial community, the studies provide an ongoing pulse of end-user satisfaction of major computer vendors as they try to assess short- and long-term business performance.

Utilizing consistent methodologies quarter to quarter, we conduct telephone interviews with over 500 qualifying companies, allowing us to rate vendors based upon end users' satisfaction and expectations. The attributes include:

CORPORATE DESKTOPS		CORPORATE NOTEBOOKS		x86-BASED SERVERS
	Ease of doing business		Ease of doing business		Ease of doing business
	Model configuration consistency		Model configuration consistency		Model configuration consistency
	On-site service				On-site service
	On-time, reliable delivery		On-time, reliable delivery		On-time, reliable delivery
	Overall hardware reliability		Overall hardware reliability		Overall hardware reliability
	Overall satisfaction		Overall satisfaction		Overall satisfaction
	Overall value		Overall value		Overall value
	Phone support		Phone support		Phone support
			Product design
	Relationship with sales rep		Relationship with sales rep		Relationship with sales rep
	Replacement parts availability		Replacement parts availability		Replacement parts availability
					Server management tools/features
			Time to repair (on-site; depot)

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