Lenovo Ranked No. 1 for Notebook Customer Satisfaction
RESEARCH TRIANGLE PARK, N.C.–(BUSINESS WIRE)–September 12, 2006 – Lenovo today announced that it has outperformed top competitors in customer satisfaction with PC hardware quality, reliability and product design features, according to the Technology Business Research (TBR) 2Q 2006 "Corporate IT Buying Behavior and Customer Satisfaction Study: Notebooks."
For the seventh consecutive quarter, Lenovo dominated the area of hardware reliability, confirming the long-standing ThinkPad reputation for durability and exceptional product design. Lenovo's top-ranking position was also driven by substantial gains across the areas of delivery time, phone support and notebook value. The new study shows that Lenovo's improved position in delivery time satisfaction has taken significant share from the top competitor's previous lead.
"We believe Lenovo's differentiators and core advantage in the industry are based on the company's focus on quality, innovation and engineering," said Jon Lindy, president of TBR.
Other highlights from the TBR report include the following as likely drivers of Lenovo's leading position: - Lenovo achieved significantly lower notebook PC failure rates than industry averages.- The use of Active Protection System, an air-bag like mechanism that protects the hard drive, is found to reduce hard drive failures by 30% as compared to other systems.- Lenovo's customer complaint management was identified as a strong differentiator for its proactive approach to remediate customers' technology-related concerns.
"Our objective is to deliver new product features, functionality and design that support customers' day-to-day activities and drive better ways for them to do business," said Christopher Askew, senior vice president, Customer Service, Lenovo. "By combining our rock-solid design with specially-developed productivity tools, Lenovo PCs provide the highest level of hardware quality and reliability, ensuring that our customers have a worry-free computing experience."
TBR's report commended Lenovo PCs for several industry-firsts including a magnesium roll-cage to improve system rigidity, ultraslim 9.5 mm optical drives, an integrated security chip and a preloaded one-button data backup and recovery solution. In addition, Lenovo recently unveiled the Lenovo 3000 product family - the company's first line of Lenovo-branded notebooks and desktops targeting small and medium businesses.
TBR's Corporate IT Buying Behavior and Customer Satisfaction Study is a quarterly report based on data collected from the previous six months. The recently published report includes data from January 2006 - June 2006. The audience is comprised of large U.S. enterprises that plan to purchase at least 100 notebook systems in the next year. Lenovo, Dell, HP, Toshiba and Gateway are included in the study.
About Lenovo Lenovo (HKSE: 992) (ADR: LNVGY) is dedicated to building the world's best engineered personal computers. Lenovo's business model is built on innovation, operational efficiency and customer satisfaction as well as a focus on investment in emerging markets. Formed by Lenovo Group's acquisition of the former IBM Personal Computing Division, the company develops, manufactures and markets reliable high-quality, secure, and easy-to-use technology products and services worldwide. Lenovo has major research centers in Yamato, Japan; Beijing, Shanghai and Shenzhen, China; and Raleigh, North Carolina. For more information about Lenovo, see www.lenovo.com .
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