U.S. Video Game Consoles: Customer Support Comparison and Analysis

This IDC study primarily considers the hardware failure and device satisfaction rates of the major gaming consoles. The data is split by original equipment manufacturer (OEM) brand and is based on survey data from 3Q08. The study also compares console results with other "living room" consumer electronics devices for reference.

"There's a pretty clear relationship between higher satisfaction rates and lower customer support needs," says Lewis Ward, research manager of IDC's worldwide gaming program. "Although Xbox 360 reliability has come a long way, it's clear that Microsoft still has some work to do in this regard and that customer support and console reliability do impact brand loyalty."