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Dell tops customer satisfaction charts

By John Oates

Published: 10 July 1998 15:32 BST

A survey has revealed that direct sales expert, Dell is continuing to climb the corporate ladder at the expense of Compaq and IBM. According to US IT managers, Dell listens to its customers more and makes more durable products than its rivals.

In the notebook market, Dell is perceived as being ahead in terms of products, pricing and service. IBM was criticised for weak technical support and slow repair times.

Compaq notebooks were criticised for frequently being 'dead on arrival' as well as a host of other reliability problems. Its prices were also criticised.

For desktop computers, Dell again led the field followed by HP, Compaq and Gateway. IBM brought up the rear. For servers Dell and HP share the top slot with Compaq in second place.

The survey was carried out by Technology Business Research over the second quarter of 1998. The company questioned 243 IT managers representing an installed base of 1.8 million PCs, 67,000 servers and 358,000 notebooks.

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