Lenovo Crowned Notebook Maintenance Satisfaction Evaluation

Recently, the China Household Electrical Appliances Maintenance Association announced the "2010 Notebook Service Delivery Service Customer Satisfaction Evaluation Report." According to the survey data, the overall customer satisfaction index for notebook computer repair service industry reached 64.5 this year. Taking advantage of the industry-leading service concept and comprehensive strength, Lenovo’s service stood out from the 16 well-known notebook service brands participating in the survey and won the industry. The first laurels were awarded the title of “Notebook Industry Service Customer Satisfaction Brand”.

It is reported that China Household Electrical Appliances Maintenance Association launched the 2010 customer satisfaction evaluation for electronic service industry and brand in 2010, and evaluation of notebook computer repair service is one of the important links. The scope of the survey covers 31 provinces, municipalities directly under the Central Government, and autonomous regions. To ensure the objectivity of the survey, the survey was conducted from six dimensions, including responsiveness (measurement service personnel promptly, on time, etc.) and tangibility (evaluation of service personnel). Appearance and assurance of the appearance of the grooming instrument and installation equipment (service attitude, service flow, communication ability, service language, etc.), reliability (installation speed of measurement service personnel, installation quality, etc.), and evaluation (evaluation service) The staff provided installation suggestions, introduced maintenance knowledge, maintained the user's care for indoor hygiene, etc.) and fairness (evaluation service personnel took the initiative to present the fee collection manual, reasonable fees, etc.).Finally, through statistical methods of systematic science and analysis by experts, it was concluded that The data of the conclusions of this report.

It is reported that the evaluation has attracted Lenovo (including Lenovo Think), Hewlett-Packard, Asus, Dell, Samsung, China, Acer, Sony and other 16 well-known brands at home and abroad to participate. In the end, Lenovo’s service won the first place in the field of notebook computer repair service, and its five evaluation dimensions of responsiveness, tangibility, assurance, reliability, and caring all won a crown, fully reflecting the outstanding service of Lenovo in the industry. Leading position and consumers' trust and support for Lenovo services.

“As a leader in China’s excellent IT services, Lenovo’s service has always considered customer satisfaction as the most important measurement indicator for assessing and evaluating employee performance and project execution. It has always been concerned that users will fix IT equipment and use IT equipment well. The target, said Li Xianglin, vice president of Lenovo Group and head of Lenovo Group's emerging market services business.

Being able to win the trust of consumers stems from Lenovo's service to consistently provide users with professional, efficient, reliable, and convenient services. First of all, Lenovo’s team of engineers is professionally qualified. Each front-line engineer must be qualified through the Lenovo Engineer Training System Certification (LCSE). In daily work, it uses the diagnostic ideas developed by Lenovo and a large knowledge base. And the golden key of the fault detection tool, so as to solve the problem for the user quickly and effectively. Secondly, Lenovo has two spare parts centers nationwide, 18 spare parts warehouses, and more than 1,000 first-line spare parts stores. The spare parts delivery rate exceeds 90% at 10:00 the next day, which ensures the efficient operation of Lenovo's services. Third, in terms of service quality management, Lenovo has 158 service indicators to track and analyze the operation status and management level of service stations, and 75 data are used to monitor each service process. In addition, since the beginning of this year, Lenovo's service launches the “Spring Farming Plan” to complete the construction of nearly 3,000 service sites, and has achieved comprehensive coverage of the vast number of cities in China's provinces, cities, and counties, allowing users to be within 30 km of counties and counties. Enjoy Lenovo's professional services conveniently within. It is through the strict requirements of each engineer, through the efficient operation of service processes and the timely monitoring of each service business order, supplemented by a powerful service network system covering all county-level cities in the country, ensuring all Lenovo services. The services provided by the station can all meet the standards of Lenovo's branded service, and then realize its commitment to customers.

The experts participating in this evaluation stated that the results of the evaluation truly reflect the degree of consumer satisfaction with various services of current notebook computer service providers, and also provide directions for the future improvement and improvement of various service providers. For notebook computer repair services, Lenovo delivered a satisfactory answer. We expect that more leading companies like Lenovo can focus more on improving their service quality and seeking greater benefits for consumers.