RESEARCH TRIANGLE PARK, NC – March 19, 2010: Lenovo (HKSE: 992) (ADR: LNVGY) today announced that TBR has ranked the company #1 in its Corporate IT Buying Behavior and Customer Satisfaction Studies for commercial laptops and desktops for 3Q and 4Q 2009. The reports recognize Lenovo’s ability to deliver high quality ThinkPad laptops, ThinkCentre desktops and services to large business customers. TBR also highlighted Lenovo’s strong customer satisfaction for product repair time and phone technical support.
“Being ranked consecutively as the sole PC vendor to be number one in laptops and desktops demonstrates firsthand the determined focus we’ve applied to delivering superior products with the technologies and innovations that make a difference to customers,” said Peter Hortensius, senior vice president, Think Product Group, Lenovo. “We’ve coupled our ThinkPad laptops and ThinkCentre desktops with strong technical phone support and expanded service offerings to create a leading enterprise PC technology solution.”
High Marks for Quality and Reliability
In the reports, Lenovo earned competitive strength distinctions for hardware reliability satisfaction in 14 reporting periods since 1Q 2005 – four times that of any competitor. Additionally, during the second half of 2009, Lenovo became the only PC vendor to earn a rating of 6.1 or higher.
“We’d identified several areas that are key to customer satisfaction,” said Jon Lindy, president, TBR. “They are customer delight, stability, solid quality and reliability leadership, strong customer support and strengthening value propositions. Lenovo has built a foundation of excellence in all of these categories, which adds up to a compelling PC offering for business customers.”
Extra innovations that Lenovo builds into its PCs contribute to high satisfaction marks for quality and reliability as well as value. For example, Lenovo’sThinkVantage Technologies (TVT), hardware-software productivity tools, help customers lower the total cost of PC ownership by assisting with image deployment, managing Internet connections/power settings, recovering damaged or corrupted files and more. New TVTs like Hardware Password Manager help IT departments implement the highest levels of PC security by securely managing passwords for fully encrypted hard drives. Lenovo also includes solid capacitors in ThinkCentre desktops for extra reliability for PC critical functions.
Technical Support
The reports also award high satisfaction scores to the ThinkPad laptops and ThinkCentre desktops for high quality technical support, including phone support and quick turnaround time for depot/on-site repairs. Lenovo has expanded its service offerings to most recently include ThinkPlus Priority Support, which provides 24×7 technical phone support, priority call routing to advanced technical experts, expedited escalation management processes, web-based service call tracking tools and more. ThinkPlus Priority 4 includes the services in ThinkPlus Priority Support as well as on-site response time for parts and field technicians within four hours of a service call.
The reports survey more than 800 IT decision makers at medium and large businesses in North America. These businesses have nearly two million PCs installed.
About Lenovo
Lenovo (HKSE: 992) (ADR: LNVGY) is dedicated to building exceptionally 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 see www.lenovo.com.
Lenovo (HKSE: 992) (ADR: LNVGY) is dedicated to building exceptionally 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 see www.lenovo.com.
