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Results of our ongoing customer satisfaction surveys
One of the most direct ways that we measure customer satisfaction is to ask our customers directly. After every tech support call or other service event, there is the potential that we will email the customer a survey with an opportunity to comment on their experience with MPC service. This methodology might actually be the most effective means of measuring the quality of our service because it's based on customers' evaluations rather than our own.
We typically get very good response rates to this survey (approximately 20%), and use the results to improve our processes and service delivery. We also take the opportunity to call customers back for instant resolution of any outstanding issues. If telephone follow-up is requested, we typically call the customer within two hours of receiving the survey. The actual managers who run the service programs place the calls so that problems can be solved immediately.
These surveys have been ongoing for over three years, and the most recent results are shown below (answers are based on a scale of 1 through 5, with 5 being the highest satisfaction):
Q2 2007
Q2 2007 Equivalent
Q3 2007
Q3 2007 Equivalent
Q4 2007
Q4 2007 Equivalent
Q1 2008
Q1 2008 Equivalent
Q2 2008
Q2 2008 Equivalent
Overall Satisfaction
4.73
94%
4.73
94%
4.74
94%
4.20
84%
3.56
71%
Tech support
Call/e-mail answered in a reasonable amount of time
4.74
94%
4.81
96%
4.82
96%
4.47
89%
4.05
81%
Tech support rep was knowledgeable
4.76
95%
4.78
95%
4.80
96%
4.49
89%
4.11
82%
Tech support rep was professional
4.88
97%
4.89
97%
4.89
97%
4.67
93%
4.37
87%
Problem was resolved to my satisfaction
4.66
93%
4.66
93%
4.71
94%
4.21
84%
3.53
70%
Parts
Part arrived within a reasonable time
4.70
94%
4.74
94%
4.75
95%
4.59
91%
3.87
77%
Repair
Repair process completed on time
4.22
84%
4.42
88%
4.41
88%
3.61
72%
2.88
57%
Repaired system in good working condition
4.24
84%
4.60
92%
4.60
92%
4.15
83%
3.54
70%
On-site service
On-site technician arrived on time
5.00
100%
4.74
94%
4.30
86%
4.04
80%
3.90
78%
On-site technician was knowledgeable
5.00
100%
4.52
90%
4.45
89%
3.93
78%
4.24
84%
On-site technician was professional
5.00
100%
4.81
96%
4.21
89%
4.30
86%
4.37
87%
On-site technician resolved the problem
5.00
100%
4.62
92%
4.26
85%
4.14
82%
3.91
78%
These results can be contrasted to the levels of satisfaction reported in PC Magazine, where customers indicated a much lower level of satisfaction with overall service and support (see below). Ratings are on a scale of 1 to 10, where 10 is the highest5.
Rating
Equivalent %
Desktops
Overall satisfaction with tech support
6.3
63%
Quickly reached a knowledgeable rep
6.4
64%
Spent acceptable amount of time on phone
6.1
61%
Prompt resolution of problem
6.4
64%
Tech could speak clearly
6.6
66%
Office Notebooks
Overall Satisfaction with tech support
6.1
61%
Quickly reached a knowledgeable rep
6.4
64%
Spent acceptable amount of time on phone
6.3
63%
Prompt resolution of problem
6.1
61%
Tech could speak clearly
6.4
64%
Servers
Overall Satisfaction with tech support
7.2
72%
Quickly reached a knowledgeable rep
7.1
71%
Spent acceptable amount of time on phone
6.9
69%
Prompt resolution of problem
7.6
76%
Tech could speak clearly
7.6
76%
5. PC Magazine, 17th Annual Reader Survey: Service and Reliability. August, 2004.
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