Six Times and Counting: Lenovo ThinkPad Laptops Tops for Corporate Customer Satisfaction
Secures #1 Rank Again in 3Q TBR Customer Satisfaction Study
RESEARCH TRIANGLE PARK, NC – Nov. 22, 2010: Lenovo (HKSE: 992) (ADR: LNVGY) today announced that TBR has ranked Lenovo ThinkPad laptops #1 in its Corporate IT Buying Behavior and Customer Satisfaction Study for 3Q 2010. The ranking marks the sixth quarter in a row that medium and large business customers surveyed by TBR have recognized ThinkPad laptops as the highest in overall satisfaction. Lenovo’s #1 ranking resulted from continuing solid competitive performances across hardware reliability/quality, ease of doing business, repair time and phone support.
“We’re continuing to focus on what matters most to customers: engineering rock-solid PCs and creating a complete network of pre- and post-sales support,” said Dilip Bhatia, vice president, ThinkPad Marketing, Lenovo. “Customers know when they buy a ThinkPad it’s built to last and is tough enough for their business for the long haul.”
ThinkPad Drives Businesses Forward
Lenovo offers a diverse selection of ThinkPad laptops geared to customers in small-to-medium businesses all the way up to multinational corporations. In addition to featuring cutting-edge technology and customer-centric innovation, many of the ThinkPad laptops, including the T410s, X201 and X201t meet several military specifications for ruggedness. The market has recently recognized ThinkPad quality and reliability: Lenovo marked more than 60 million ThinkPad laptops sold worldwide in October, and Lenovo’s worldwide commercial laptop market share grew to 16.2 percent1.
In addition to Lenovo’s long-term commitment to delivering high quality, reliable products, the company continues to invest in service and support. Phone support with advanced remote takeover capabilities and a suite of customized diagnostic tools helps customers quickly the first time. Lenovo also assists customers through a robust online presence including e-support, forums, technical troubleshooting tools, and social media integration.
In the study, TBR found that in 3Q, customers reported hardware reliability and support as more important than price in their purchase decision.
“While we have experienced two consecutive reporting periods of improving customer satisfaction, it’s important to note that the fundamentals of PC reliability and support are still top of mind for customers,” said, Jon Lindy, president, TBR. “The value ThinkPad brings across the entire PC experience continues to put Lenovo at the top of the pack when it comes to customer satisfaction.”
TBR surveyed more than 500 IT decision makers at medium and large businesses in North America.
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.
1 Based on YOY.IDC Worldwide Tracker 3Q 2010.