Notebook prices fell sharply accelerated the popularity of the consumer market. The economic recovery, new technologies, new products continue to emerge, but also stimulate the industry needs. Famous brand PC accounted for the mainstream market. In order to further understand consumer notebook brand satisfaction in the "3 • 15" period, the number 100 market research firm, for professional online survey system, the situation on the notebook's service launched a special investigation.
The investigation lasted two weeks, a total of 659 valid samples were obtained. Respondents involved in the 21 provinces and cities nationwide brand notebook computer users. Among them, the male to female ratio was 55.20%: 44.80%. Most respondents with a university education and above the background.
Market share: Lenovo, Dell, Hewlett-Packard among the top
The survey, Lenovo, Dell, HP and other notebook brand in a high proportion of users. Among them, Lenovo's market share to 21.5% at the top. Dell with 13.1% in the second, while 11.7% of the users that are using the HP notebook. Followed by Samsung and Asus. Acer, BenQ, Founder, Toshiba, Apple and other brands in the market share of between 2% -5%. In addition, there are 15.1% said they were not currently using the laptop.
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70% of people expressed satisfaction with the brand laptop service
After screening the data showed that 57.90% of people have received service brand notebook computers. Service providers, including: customer service center companies, agents still, and the designated repair station. 51.9% of the users of the service brand notebooks are satisfied. There are also 18.4% very satisfied customers. In the crowd were very satisfied, Lenovo and Dell's customers were 29.3% and 22.4%%. 10.3% of the users of Hewlett-Packard gave a very satisfactory rating.
That the current service to meet the needs of the people, accounting for 22.5% of total users. The dissatisfied and very dissatisfied 7.2% of users only. Among them, Lenovo and HP notebook service account for 12.5% very dissatisfied, hold the same views on the Dell notebook proportion of people is as high as 25%.
Digital 100 market research firm analysts believe that the value of after-sales service is an important part of notebook computer, the product of the sale price includes the cost of some services. Well-known notebook manufacturers to provide more standardized services, which is why the price difference with the configuration of one reason why great.
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Warranty service satisfaction during the Eighty
"Three Guarantees" by the national authorities to regulate the behavior of the computer market, constraints, manufacturers and the development of mandatory requirements. In the domestic market of computer products, no matter what manufacturers warranty policy formulation must first achieve "Three Guarantees" of the mandatory requirements, or can not be on the market.
Data show that the majority of notebook computer manufacturers in order to develop the service policy is basically "three guarantees" based on the provisions, therefore, also reached a higher customer satisfaction. 42.1% of the users of the three packs satisfied with the services during the Return. 27.8% of users found the service to "meet the needs", that the proportion of very satisfied customers of 17.1%. Can be seen, a "warranty" to provide customers with a one backed shield law.
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Service charges and efficiency are the main issues
Although the country's relevant laws and regulations for the user erected a barrier to ensure their own interests, even the well-known brand notebook makers services, but also not wholly satisfactory.
Data show that high service charges, customer (maintenance) personnel caused by the low efficiency and low customer satisfaction factors. Meanwhile, the service is not comprehensive, poor attitude, complex procedures also aroused the dissatisfaction of many users. In addition, another 25% of users said that some brand laptop service hotline classification complex, or no answer. Not satisfied with the service for Lenovo customers, the issue focused on "maintenance complex procedures take a long time." User opinions for Dell and HP, more of a long cycle and that replacement parts (no spare parts) and maintenance of the network less. There are also users of BenQ, Founder, Acer and other brands is not a comprehensive after-sales service, maintenance, telephone answering and other issues no dissatisfaction. Shows that many well-known brand notebook computers between service quality is also quite different.
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Customers expect service door
Data show that when the notebook computer failure, 39.2% of service users want to get home. 22.1% of people want to solve through telephone consultation customer service hotline. In addition, Internet search service method has 17.3% of DIY users. But in reality, users most commonly used method for the telephone consultation customer service staff, Internet search service method, 31% of users. Onsite service is only 8.7%. Women want home users to solve the problem.
A user that the service charge for each home at least 100, this price is too expensive for individual users. It is understood that most hardware failures have occurred 2-3 years after the purchase of computers, and this is precisely what the warranty of the marginal point. For warranty service outside the home, manufacturers have to charge an expensive door charge. After the service station about Lenovo Beijing found that the warranty laptops, home service needs in the eight districts within the charge 100 yuan for each service fees, hardware costs extra. If you need more than 30 km from the service charge. HP's after-sales service hotline said that if the warranty does not extend the warranty contract users, do not provide on-site service.
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