tbr 4q10 corporate it service & support customer satisfaction study
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- 1. Technology Business ResearchAccelerating Customer Success Through Business Research TBRT E C H N O L O G Y B U S I N E S S R ES E AR C H , I N C .
2. Corporate IT Service & SupportCustomer Satisfaction Study Fourth Calendar Quarter 2010 OVERALL SUPPORT SERVICESx86 SERVER SUPPORTDESKTOP/NOTEBOOK SUPPORT4Q10 4Q104Q10Strength/Strength/ Strength/4Q10 TBR 4Q10 WSI Weakness4Q10 TBR4Q10 TBR Weakness4Q10 TBR4Q10 TBRWeakness SUPPORT PROVIDER RANKSCORE PointsRANK SCORE PointsRANK SCOREPoints Internal Support Organizations1 88.0 +16187.6+16188.5+14 IBM Global/Lenovo Services2 84.0+5284.0 +3383.9 -2 Dell Services 2 83.5+2382.3 -2284.7 +3 HP Services 3 82.6-6381.8 -3383.30 Publication Date: March 21, 2011 Author: Julie PerronTBR T E C H N O L O G Y B U S I N E S S R ES E AR C H , I N C . 3. Content TBR Slides and Modules Appendices 34Q10 Corporate Service & Support43Appendix A: Analytical Graphs & TablesSatisfaction At A Glance76Appendix B: Support Provider 10 4Q10 Competitive Placement SummarySatisfaction Scores 3Q07 through 4Q10& Insights79 Appendix C: Historical Strength & 11 Key Findings Weakness Analysis for Selected Attributes 16 The Score in 4Q10 81 Appendix D: Satisfaction Trends and Key 19 Most Noteworthy Events - Service & Support Satisfaction AttributesPerformance Differentiation Shifts92Appendix E: Confidence Interval Graphs 23 Server Support - Segment Analysis 103 Appendix F: Categorical Responses 27 Desktop/Notebook Support -113 Appendix G: Server/Storage vs.Segment AnalysisDesktop/Notebook by Support Provider 31 Critical Metrics Summary118 Appendix H: Study Design & 34 TBRs Watch ListMethodology 41 Historical Record 126 Appendix I: Analytical Procedures134 Appendix J: Survey Instrument 3Service & Support Customer Satisfaction | Fourth Calendar Quarter 20102011 Technology Business Research Inc. 4. TBR4Q10 CorporateService & Support SatisfactionAt A Glance4 Service & Support Customer Satisfaction | Fourth Calendar Quarter 2010 2011 Technology Business Research Inc. 5. 4Q10 Corporate Service & Support Satisfaction at a Glance TBRRanking positions vary between server-related and desktop/notebook-related supportOnly the in-house support teams earn a double No. 1 ranking in 4Q10IBM holds leadership Dell Services reclaims theposition for serveradvantage for desktop/supportnotebook supportTBR4Q10 WEIGHTED SCORES AND RANKING IBM outpaced its OEM BY SUPPORT SEGMENT Dell Services advanced tocompetitors by excelling90.088.5 the top OEM ranking, with 87.6across the areas of 88.0 1 competitive strengths forbreak/fix, on-site86.0 1 response time and hardware 84.084.7expertise and support 84.0 83.9 83.3 deployment services. 2services value.82.3 2 81.882.0 3 Lenovo Services dropped to3 Dell Services No. 380.0 3 3 No. 3 due to the absence ofranking was the result of 78.0 any competitive strengths,competitive warnings forServer SupportDesktop/Notebook Support against Dell Services greaterphone support and Dell ServicesInternal Support Organizationsperformance differentiation.support services value. IGS/Lenovo ServicesHP Services HP Services shared the No. 3 HPS, at a shared No. 3 SOURCE: TBR ranking with Lenovo due toranking with Dell, was a lack of performancecited with competitive differentiation.warnings across thethree areas of on-sitesupport. The internal support teams substantially outperformed OEM support providers across nearly every category.5 Service & Support Customer Satisfaction | Fourth Calendar Quarter 20102011 Technology Business Research Inc. 6. 4Q10 Corporate Service & Support Satisfaction at a Glance TBRInternal support organizations extend their lead; Dell Services returnsto top ranking position alongside three-time winner IGS 4Q10 Key Takeaways: TBRService Provider 4Q10 Scorecard The internal support group returned to its traditional place as the ideal against OVERALL RESULTS which we measure OEM support INTERNAL IGS/LENOVO providers. SUPPORT PROVIDER SUPPORT SVCSDELL SVCS HP SVCS Resumed IT hiring ensured internally Brea k/Fi x Servi ces managed (self) support reclaimed its On-s i te Techni ca l Expertis e * title as the best source for supporting IT On-s i te Res pons e Ti me/Commi tment infrastructures. IGS continuing leadership among the Tel ephone/Hel pdes k Support * OEM providers was enhanced through Onl i ne Support positive customer perceptions of Remotel y Ma na ged Support technical expertise and phone support Repl a cement Pa rts Ava i l a bi l i ty center quality. The group recorded its Support Servi ces Pri ci ng/Va l ue * first win for support services value, a Ha rdwa re Ins tal l a tion/Confi gura tion * key metric in the support experience. Numeri c Va l ue16 52-4 Dell Services advanced to a top ranking Wei ghted Sa tis fa ction Score88.0 84.0 83.582.6 primarily due to its substantial lead in on-site support response, yet phone Ra nki ng1 223 support emerges as a continuing Ra nki ng, OEM Support Provi ders Onl y112challenge. Key: Weakness; Strength; Ne utra l. Warning area fo r weakness, but insufficient data to substantiate at this time. HPS continued to trail competitors as a* The de te rm ina tio n wa s m a rgina l. result of underperforming across theThe Overall Results combine both the server and desktop/notebook top three areas of on-site support.results into one, with sample sizes of 250 or more per group.6 Service & Support Customer Satisfaction | Fourth Calendar Quarter 20102011 Technology Business Research Inc. 7. 4Q10 Corporate Service & Support Satisfaction at a Glance TBRIBM Support continues to outshine OEM competitors for x86 server-related support services4Q10 Key Takeaways:TBR x86 Server Service Provider 4Q10 Scorecard The internal support group extended itslead, substantially outperforming OEMSERVER SUPPORTsupport providers across all but the partsINTERNALavailability category.SUPPORT PROVIDER SUPPORT IBM SVCSDELL SVCS HP SVCS Obviously, in-house support teams areBrea k/Fi x Servi ces * dependent on the efficiencies of OEMs toOn-s i te Techni ca l Expertis e * deliver spare and replacement parts.On-s i te Res pons e Ti me/Commi tment IBM Support earned its third straight topTel ephone/Hel pdes k Support ranking, enhanced through competitiveOnl i ne Support advantages for break/fix services,Remotel y Ma na ged Support technical expertise and a new win forsupport services value.Repl a cement Pa rts Ava i l a bi l i ty Dell Services remained in a subordinateSupport Servi ces Pri ci ng/Va l ue * ranking position to IBM, partially as aHa rdwa re Ins tal l a tion/Confi gura tion result of performing significantly behindNumeri c Va l ue16 3-2 -3 IBM for phone support and supportWei ghted Sa tis fa ction Score87.6 84.0 82.381.8 services value satisfaction.Ra nki ng1 233 HPS remained in the No. 3 positionRa nki ng, OEM Support Provi ders Onl y122(alongside Dell) as a result of continuingchallenges across the areas of break/fix,Key: Weakness; Strength; Ne utra l. Warning area fo r weakness, but insufficient data to substantiate at this time. * The de te rm ina tio n wa s m a rgina l. on-site response and on-site expertise.The Server Support Results are based on views of ITmanagers/directors who primarily support x86-based servers, with asample size of 125 or more per group.7 Service & Support Customer Satisfaction | Fourth Calendar Quarter 2010 2011 Technology Business Research Inc. 8. 4Q10 Corporate Service & Support Satisfaction at a GlanceTBRDell Services nudges out competition in desktop/notebook supportTBR Desktop/Notebook Service Provider 4Q10 Scorecard4Q10 Key Takeaways: The internal support group extended itsDESKTOP/NOTEBOOK SUPPORTlead, substantially outperforming OEMsupport providers across all but the partsINTERNALSUPPORT PROVIDER SUPPORTDELL SVCSLENOVO SVCS HP SVCSavailability category.Brea k/Fi x Servi ces Obviously, in-house support teams areOn-s i te Techni ca l Expertis e dependent on the efficiencies of OEMs todeliver spare and replacement parts.On-s i te Res pons e Ti me/Commi tment* Dell Services returned to a top rankingTel ephone/Hel pdes k Support * after a brief (3Q10) hiatus largely due toOnl i ne Support its exceptional on-site support responseRemotel y Ma na ged Support time rating.Repl a cement Pa rts Ava i l a bi l i ty Lenovo Services gave up its 3Q10 topSupport Servi ces Pri ci ng/Va l ue ranking and returned to its place behindHa rdwa re Ins tal l a tion/Confi gura tion * Dell, which it held during the first twoNumeri c Va l ue14 300periods of 2010. Lenovo Services and HPS lackedWei ghted Sa tis fa ction Score88.5 84.7 83.983.3differentiation, ranking behind DellRa nki ng1 233Services largely due to Dells substantialRa nki ng, OEM Support Provi ders Onl y122competitive advantage for on-site supportKey: Weakness; Strength; Ne utra l. Warning area fo r weakness, but insufficient data to substantiate at this time. response. * The de te rm ina tio n wa s m a rgina l.The Desktop/Notebook Results are based on views of ITmanagers/directors who primarily support desktop and laptop PCs,with a sample size of 125 or more per group.8 Service & Support Customer Satisfaction | Fourth Calendar Quarter 20102011 Technology Business Research Inc. 9. 4Q10 Corporate Service & Support Satisfaction at a GlanceTBRThe unbridled enthusiasm of mid-2010 settles back to the real worldin 4Q10 Satisfaction with supportservices spiked during theTBROEM SUPPORT PROVIDER SATISFACTION, PAST FOUR CALENDAR QUARTERS second quarter of 2010 7.00 and, in many cases, shiftedJan-Mar 10 Apr-Jun 10 Jul-Sep 10Oct-Dec 10only modestly to the 6.50 downside in the followingquarter. 6.00 The full correction 5.50 occurred during the fourthquarter, when most 5.00satisfaction positions 4.50returned to their first-quarter levels. 4.00 This suggests we have Overall Satisfaction Phone SupportHardware DeploymentSupport ServicesBreak/