PC User Satisfaction Recovers from Vista Debacle

Posted: September 24, 2010 in Windows

The American Customer Satisfaction Index (ACSI) has just published the results of its latest survey, and Windows has made a significant improvement in customer satisfaction.

This closely echoes the feeling we have been getting from our customers over the last 6 months or so.  “Windows 7 is so stable” is a common praise we have been hearing.  We are noticing this in Service Desk calls statistics – those customers that have Windows 7 widely deployed are raising fewer incidents.

This graph below shows the volume of Service Desk tickets that have been raised by one of our customers each month over the last two years.  You can see a clear trend downwards for ticket volume, a clear elimination of Critical and High priority calls, and a clear increase in First-Call Resolution and most importantly, Customer Satisfaction.  The turning point?  September 2009 when Windows 7 started to be rolled out to the business.

image

This customer currently has Windows 7 deployed to only 50% of their 800 workstation fleet.  We’re expecting even better statistics once Windows 7 is fully deployed!!

Extract from the ACSI report:

“Windows-based PC brands appear to have recovered from the problems associated with the Windows Vista software,” said Fornell. “Barely a year into the release of Windows 7, satisfaction with these brands has returned to, and in some cases even surpassed, the levels prior to the launch of Vista.”

The full report can be read here:

http://www.theacsi.org/images/stories/images/news/sept2010_pressRelease.pdf

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