IRVINE, Calif., Dec. 8 /PRNewswire-FirstCall/ — Gateway, Inc. today announced that it has earned the top spot in Technology Business Research’s Corporate IT Buying Behavior and Customer Satisfaction Study for Corporate Desktops for the third quarter of 2006. The report presents Gateway as an entirely revitalized player in the corporate desktop space, with a 3.3 percent jump in weighted satisfaction index positions driven by improvements across every category.
Gateway achieved substantial gains across multiple categories in the third quarter, particularly related to supply chain management (delivery time, parts availability), phone support, ease of doing business and customer loyalty. Gateway’s resurgence was highlighted by strong performance in the ease of doing business category, where it outperformed all other PC companies. The study also recognized Gateway for clearly differentiating itself in the area of perceived excellence in customer services, including customer relationship management, phone support and parts availability.
“Based on our observations of Gateway’s performance in our study for the past year, Technology Business Research believes Gateway has evolved into a market leader in customer service, driven by the company’s commitment to process innovation, quality and customer intimacy,” said Julie Perron, Technology Business Research manager, primary research. “Gateway’s scores advanced significantly across every category, with stellar performances in customer satisfaction and loyalty. We believe the company is benefiting from the reinvigoration of its Professional business and investments in purely North American-based technical support and a new U.S.-based configure-to-order facility.”
“We’re very pleased that the many customer-focused process improvements and initiatives instituted over the past year are producing increasingly satisfied customers,” said Ed Coleman, Gateway CEO. “Clearly, the things we’re doing to improve customer care and support are resonating with customers. We look forward to continuing this trend and believe our new Best Practices Support Center and Nashville-based configuration center are more closely aligning us with our Professional customers and producing measurable results.”
Technology Business Research’s Corporate IT Buying Behavior and Customer Satisfaction Study: Desktops is a quarterly report based on data collected from the previous six months. The recently published report is based on interviews taken between April and September 2006 with 644 medium and large U.S. companies that plan to purchase at least 100 desktop systems in the next year. Lenovo, Dell, HP and Gateway are included in the study. More details on Technology Business Research’s studies can be found at http://tbri.com/products/css.cfm.
Technology Business Research
Technology Business Research, Inc., headquartered in Hampton, N.H., is
recognized as one of the leading high-tech market research and consulting firms specializing in the analyses of computers, software, networking equipment, wireless, professional services companies and customer satisfaction studies. Serving a domestic and international clientele of high-tech manufacturers, IT professionals, end users and financial executives, TBR has continually distinguished itself in the marketplace by providing timely, accurate, high-quality information, market research and business intelligence in a format that is uniquely responsive and tailored to clients’ needs. TBR analysts are available to further address client-specific issues or information needs on an inquiry or proprietary consulting basis.
From value-priced servers to ultra-reliable desktops to comprehensive services, Gateway has served organizations for 20 years. Gateway makes technology purchase, use and support simple through the programs developed for education, government and business customers as well as the ProNet Partner Program that brings channel-friendly benefits to help solution providers strengthen and grow their businesses. Gateway customers include many of the world’s leading organizations, such as the U.S. Defense Logistics Agency, the University of Arizona, state of California, state of New York and others. For more information on Gateway Professional solutions, visit http://www.gateway.com/business.
Since its founding in 1985, Irvine, Calif.-based Gateway (NYSE: GTW) has been a technology pioneer, offering award-winning PCs, servers and related products to consumers, businesses, government agencies and schools. Gateway is the third largest PC company in the U.S. and among the top ten worldwide. The company’s value-based eMachines brand is sold exclusively by leading retailers worldwide, while the premium Gateway line is available at major retailers, over the web and phone, and through its direct and indirect sales force. See http://www.gateway.com for more information.