Telemark Services, Manchester UK, a leading ICT market research firm, today announces that Dell has earned the Gold Award for Customer Satisfaction. The results published today in Telemark’s August 2009 issue of Voice of the Customer ICT Service Supremacy report show that Dell’s enterprise customers rated their overall levels of satisfaction as Outstanding, a rare accolade in customer service experience.
“Dell places a high priority on providing excellent customer service and this recognition from Telemark as well from others in the industry demonstrates our efforts are positively impacting customers,” said Dolph Westerbos Vice President Services & Solutions for Dell in EMEA. “It’s always important to focus on customer satisfaction and we are proud of this recognition from Telemark that customers are experiencing excellent service from Dell.”
Dell obtained a Customer Satisfaction Index (CSI) of 27.5% (>25% is Outstanding) placing it in the top 3 ICT global suppliers. It was rated ‘Outstanding’ in eleven areas out of a maximum of 20 with a Best in Category performance for Value for Money when compared with 23 other Global ICT suppliers. The CSI is generated by asking users of ICT to rate importance and satisfaction of a range of service attributes. The data is analysed against Telemark’s standard benchmarks ranging from Poor to Outstanding.
Its success in customer satisfaction is reinforced by their position in the top quadrant of Telemark’s matrix, which predicts user steadfastness, earning Dell the coveted World Class insignia from Telemark.
“Letting customers know that their chosen supplier is independently confirmed as World Class is very reassuring,” says Janet Watkin, Managing Director of Telemark. “The act of measuring best practice becomes a catalyst for improvement for everyone. It shows who is doing well and why. Companies identify how to progress by learning lessons to surpass the best.”
The report profiles 24 ICT service providers in groups as follows: Computer Suppliers; Software Suppliers; Network Service Providers; Telecom Equipment Providers where Dell is ranked 3rd overall and top in its group. The purpose of the report is to learn from best practice wherever it is found within ICT. The Gold Award is for outstanding satisfaction results. Dell is one of only four (of the 24 ICT Providers) to achieve this rating of Outstanding for Overall Customer Satisfaction (which is a very high standard in terms of customer service experience).
Multinational business enterprises are the customer segment within the scope of this study located in 30 countries. 1111 respondents participated in the survey during the period 1st June 2008 – 31st May 2009.
Contact:
James Baglow +44 1204 396 579
james.baglow@telemarkservices.com
www.telemarkservices.com
About Telemark Services
Telemark is an established marketing services firm offering OCEAN (Outstanding Customer Experience, Analysis and News), consultancy, publications and online analysis with proven expertise in measuring customer satisfaction, competitive analysis, benchmarking, trend analysis, channel management, new product development, demand estimates, branding, tariff analysis, and business strategy, exclusively within the telecommunications and ICT sectors. Telemark is often the first-choice supplier for many organizations with a requirement for international market research and analysis covering emerging technologies such as VoIP, ICT convergence and hosting applications. For more information, please visit www.telemarkservices.com or email info@telemarkservices.com
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