Corporate IT Buying Behavior and Customer Satisfaction Study Reveals Shift in Intel Server Market

Strategic Insights -

Large U.S. corporations have voiced increased satisfaction with Intel-based servers, desktops, and notebooks, according to a quarterly study by Technology Business Research (TBR). The study, conducted between August and October 2000, highlights the leveling of the playing field in the corporate Intel-server sector, with Dell experiencing a decline in customer satisfaction and IBM seeing an increase. The narrowing gap between top-ranked Dell and bottom-ranked IBM has made brand differentiation in the Intel-server space more challenging.

Key Takeaways:

  • Customer satisfaction for desktop and notebook form factors has increased from the previous quarter.
  • Dell's customer satisfaction declined significantly in the corporate Intel-server sector, while IBM's customers reported increased satisfaction.
  • The gap between Dell and IBM narrowed from eight percentage points to three percentage points in the current quarter.
  • Compaq's customer satisfaction regarding Intel servers remains its strongpoint, with only issues regarding parts availability preventing it from tying with Dell for the number-one position.
  • Toshiba has shown a remarkable improvement in customer satisfaction in most attribute areas, overtaking Compaq as the third-ranked notebook vendor.
  • Gateway's satisfaction increased moderately in the areas of pricing and cost of ownership, but the vendor continues to be faulted for hardware reliability inconsistencies.
  • HP improved in support areas, but remains at a competitive disadvantage for server on-site support expertise and continues to focus on hardware performance as its advantage.

Statistics:

  • The study represents an installed base of approximately 1.5 million systems and a purchase intent of around 400,000 systems.
  • The gap between top-ranked Dell and bottom-ranked IBM narrowed from eight percentage points to three percentage points in the current quarter.
  • Dell's edge over the competition is based entirely on high marks regarding parts availability, delivery, and pricing.
  • Compaq's satisfaction ratings remained essentially unchanged from last quarter's results but moved down to the fourth-ranked position due to lower-than-average customer satisfaction in the key areas of reliability and durability.
  • Gateway's customer satisfaction increased moderately in the areas of pricing and cost of ownership.

Sources:

  • Technology Business Research (www.tbri.com)
  • "3Q00 Corporate IT Buying Behavior and Customer Satisfaction Study: Intel Servers, Desktops and Notebooks"
  • "US IT Managers' Opinions of Desktop, Intel-based Server, and Laptop/Notebook Systems Vendors".