For 2Q 2010, customers awarded ThinkPad the highest ratings in the following categories: hardware quality/reliability, phone support, repair time and overall satisfaction. Lenovo set record high scores in 2Q for hardware quality/reliability as well as delivery and repair time. Additionally, product design and ease of doing business were areas of strength for Lenovo.
“Customers are the heart of our business, and at the heart of ThinkPad is a laser-focus on design excellence and continual innovation,” said Dilip Bhatia, executive director, ThinkPad Marketing. “Combining our product engineering strengths with quick delivery and reliable, effective phone support helps us build a PC technology solution that exceeds customers’expectations.”
Customers can choose from a variety of ThinkPad laptops with the latest processing, graphics, video conferencing and multimedia technologies including the:
· ultra-mobile X Series tablets and laptops (X201 tablet, X201, X201s, X100e)
· mainstream T Series for extending office productivity (T410s, T410, T510)
· mobile workstation W Series for demanding professionals (W510)
· entry enterprise L Series (L412, L512)
· small-to-medium business-focused ThinkPad Edge line (13,14,15-inch)
First-Class Service & Support
The report emphasizes Lenovo’s stable customer service and support strengths, which are important to overall customer satisfaction and loyalty. Customers reported experiencing improved product delivery time, fast repair time and excellent phone-based technical support. The recognition reflects Lenovo’s long-term commitment to maintaining high quality, reliable products coupled with continued investment in service and support. Lenovo’s responsive and effective phone support uses remote takeover capabilities and a suite of customized diagnostic tools to help customers quickly the first time. Additionally, Lenovo provides an increasingly robust online presence through e-support, forums, technical troubleshooting tools, and social media integration. The survey also recorded the fewest customer complaints for Lenovo.
“The economic downturn demonstrated the importance of customer satisfaction when it comes to PCs,” said, Jon Lindy, president, TBR. “The data suggests that as IT decision-makers return to purchasing more PCs this year, they’re paying critical attention to all aspects from a product’s reliability to the vendor’s support. Lenovo’s continued focus on the entire customer experience is why ThinkPad laptops have remained number one in customer satisfaction for the past five consecutive quarters.”
TBR surveyed more than 500 IT decision makers at medium and large businesses in North America.