gec plessey semiconductors - Archive Server

Let me give you an example. To help you, our customers,
gain new insight with your customers, we have recently
begun to supplement supply-side market data, which we
derive from vendors, with more and more demand-side
data derived from your customers' end users. Our first
such syndicated product called Score Reports for PCs was
announced last quarter in which we query over 1,200 end
users on a quarterly basis of 24 different PC vendors.
One of many interesting insights emanating from this type
of report is that there is no universal template for
satisfaction. We found, for example, in the area of service
and support that Vendor A's customers expect their PCs to
be repaired in an hour while Vendor B's users feel they've
received equivalent attention if the service Tech arrives
within 24 hours. It's a matter of perception and
expectation. You can't even copy your most successful
competitors.
The objective of customer satisfaction surveys such as
this is to provide vendor-neutral surveys of users. Results
are provided quarterly so manufacturers can track user
satisfaction on the same topics over time.
Satisfaction surveys provide a base-line standard of user
satisfaction for the industry. Individual companies can
compare themselves to industry norms. Furthermore,
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