User Satisfaction in Europe PC's/ Workstations 1992 - INPUT Library

36 Pages·1993·2.5 MB·English

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MARCH
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USER EUROPE
SATISFACTION IN
PCS/WORKSTATIONS
1992
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INPUT
U.K.——17 Hill Street, London W1X 7FB, U.K. [phone]
France 2—4, avenue du Recteur Poincare, 75016 Paris, France [phone]
Germany Sudetenstrasse 9, W-6306 Langgons-Niederkleen, Germany [phone]
USERSATISFACTION IN EUROPE, PCs/WORKSTATIONS, 1992 INPUT
Researched by
INPUT
17 Hill Street
London W1X7FB
United Kingdom
Published by
INPUT
1280 Villa Street
Mountain View, CA 94041-1194
Customer Service Programme—Europe
(CECSP)
UserSatisfaction In Europe PCs/Workstations,
,
1992
Copyright © 1993 by INPUT. All rights reserved.
Printed in the United States of America.
No part of this publication may be reproduced or
distributed in any form, or by any means, or stored in a
database or retrieval system, without the prior written
permission ofthe publisher.
The information provided in this report is proprietary to
INPUT. The client agreesto hold as confidential all such
information, and control access to the information to
preventunauthoriseddisclosure. Theinformationshallbe
used only by the employees of and within the current
corporate structure ofthe client, and will not be disclosed
to any other organisation or person including parent,
subsidiary, or affiliated organisation without prior written
consent of INPUT.
INPUT exercises its best efforts in preparation of the
information provided in this report and believes the
information contained herein to be accurate. However,
INPUTshall have no liabilityfor any loss orexpense that
may result from incompleteness or inaccuracy of the
information provided.
CEUS2• 600 • 1992
USERSATISFACTION IN EUROPE, PCs/WORKSTATIQNS, 1992 INPUT
Abstract
This study presents data relating to user perceptions ofvendor service
performance and user satisfaction with the servicing ofPCs/Worksta-
tions.
The data presented in this study has been collected by INPUT between
April and June 1992 in a survey ofcomputer users in the U.K.
CEUS2 e1993byINPUT. ReproductionProhibited.
Digitized by the Internet Archive
in 2016 with funding from
Cunningham
Peter
https://archive.org/details/usersatisfactionunse_3
USERSATISFACTION IN EUROPE, PCs/WORKSTATIONS, 1992 INPUT
Table of Contents
Introduction 1-1
A. Scope 1-1
B Methodology 1-2
.
C
Interpretation ofData 1-3
.
Executive Overview n-i
Presentation of Data III-l
Appendix
A. INPUT 1992 Computer User Survey Questionnaire A-l
CEUS2 ©1993byINPUT.ReproductionProhibited. 1
3
USERSATISFACTION IN EUROPE, PCs/WORKSTATIONS, 1992 INPUT
Exhibits
i
- 1 User Sample by Industry Sector 1-2
HI
- 1 Service Vendor Selection Criteria 1m111
-2 Hardware Maintenance Provider m-2
-3 Systems Availability Performance Analysis -2
-4 Systems Failure Rates III-
-5 Hardware Service Importance/Satisfaction m-3
-6 Software Maintenance Provider III-4
-7 Systems Software Support Contract III-4
-8 Systems Software Problem Resolution III-5
-9 Systems Software Support III-5
-10 Ancillary Services III-6
u•• 01993byINPUT.ReproductionProhibited. CEUS2
USERSATISFACTION IN EUROPE, PCs/WORKSTATlONS, 1992 INPUT
Introduction
This study on user requirements for customer service in the U.K.
presents the PC/Workstation user's view on various aspects of
computer system service and support The report also analyses user
requirements for services ancillary to the actual maintenance and support
ofthe PCs/Workstations.
The structure ofthis report is as follows:
• Chapter 1 introduces the scope, survey methodology, and how to
interpret the data.
• Chapter 2 is an executive overview of the findings.
• Chapter 3 contains the presentation ofthe analysed survey data.
A
Scope
The aspects analysed in the report are listed below:
• Users' criteria for selecting a service vendor.
• Users' reasons for choosing an independent maintenance organisation
(IMO) for the maintenance oftheirPC/Workstation bases.
• Type ofvendor providing hardware service.
• Users' reasons for not choosing an independent organisation for the
maintenance oftheir PC/Workstation bases.
• Users' satisfaction with the availability oftheir PC/Workstation bases.
• Users' requirements for response and repair time.
CEUS2 1-1
Copyright1993byINPUT. ReproductionProhibited.
USERSATISFACTION IN EUROPE, PCs/WORKSTATlONS, 1992 INPUT
• Users' views on the following aspects of hardware maintenance:
- Spares availability
- Engineer skills
- Problem escalation
- Documentation
- Remote diagnostics
• Users' requirements for ancillary services.
B
Methodology
The data presented in this report was compiled from interviews with 51
PC/Workstation users in the U.K. Users were chosen at random and
interviewed by telephone. The basis of the user interviews was a
questionnaire relating to the aspects ofservice mentioned above.
Although the questionnaire used was the same as the other two parts of
INPUTS 1992 User Satisfaction Survey, not all the questions were
found to be applicable. Hence, this report is shorter than those
reporting on the other two parts of the survey.
The respondents were senior managers forcomputerdepartments of
companies using large numbers ofPCs. Exhibit 1-1 shows the
breakdown ofinterviews by industry sector.
A
copy ofthe user questionnaire is included in Appendix A.
EXHIBIT 1-1
User Sample by Industry Sector
Industry Respondents
Manufacturing 18
Distribution 2
Transportation 3
Utilities 1
Banking/Finance 7
Insurance 2
Services 5
Medical 3
Education 2
Central Government -
Local Government 5
Others 3
Total 51
1-2 CEUS2
Copyright1993byINPUT. ReproductionProhibited.