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Net Promoter Industry Report 2009- Computer Hardware B2C

Published by: Satmetrix Systems, Inc.

Published: Mar. 30, 2009 - 21 Pages


Table of Contents


1. INDUSTRY DATA

1.1. Net Promoter Industry Data: Overview

1.2. Net Promoter Scores by Company - Highest to Lowest

1.3. % Detractors, Passives, Promoters by Company - Highest to Lowest by NPS

1.4. % Detractors, Passives, Promoters by Company - Highest to Lowest by Promoters

1.5. % Detractors, Passives, Promoters by Company - Highest to Lowest by Passive

1.6. % Detractors, Passives, Promoters by Company - Highest to Lowest by Detractors

2. INDIVIDUAL COMPANY DATA

Acer

Apple

Dell

eMachines

HP

Lenovo

RIM / Blackberry

Sony

Toshiba

3. APPENDIX

3.1. Data Collection Period

3.2. Data Collection Methodology

3.3. Internal vs. External Net Promoter Data Collection

3.4. Netpromoter.com

3.5. Satmetrix

4. LEGAL NOTICES AND POLICIES

4.1. Trademarks

4.2. Copy of License Agreement


Abstract

Net Promoter Score is a measure of customer loyalty that has been linked to company growth in numerous studies across industries and around the globe. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the NPS concept has been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. This report covers customer experience of U.S. consumers who purchased personal computer products including PCs, laptops, and handheld devices from the following 9 manufacturers: Acer, Apple, Dell, eMachines, HP, Lenovo, RIM / Blackberry, Sony, and Toshiba. Apple, with an NPS of 77 percent, continued to demonstrate loyalty leadership as the top performer in the computer hardware segment. Its NPS of 77 percent is also among the highest NPS scores measured across multiple industries in various studies by Satmetrix. Data for the report was collected in Q4 2008 using an opt-in email survey with consumers who had purchased from these companies within the past year.

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