Dell Survey Report
This report details the CE Survey data collected for 81 jobs from 01/07/2005 thru 02/09/2007.
Legend
Overall = Overall Satisfaction
Tech Hard = Technical Skills
Tech Soft = Customer Service and Professionalism
Key
Satisfied
( 7 - 9 )
Neutral
( 4 - 6 )
Dissatisfied
( 1 - 3 )
1 Month Averages 3 Month Averages 6 Month Averages
Overall Tech Hard Tech Soft
     
Overall Tech Hard Tech Soft
8.00 9.00 9.00
Overall Tech Hard Tech Soft
8.38 8.63 8.75
Job Number Week DMA Overall Tech Hard Tech Soft Job Type Comments
5771017 02/09/2007 CINCINNATI 7 9 9 PC Installation with ISP Setup I think that she was timely and considerate. She got everything up. She asked me questions to make sure that I understood what she was doing. I think she was very professional. She knew everything that she needed to know. She was very informed and helpful. I don't know what can be improved. I did not really have any issues.
5615543 01/26/2007 CINCINNATI 9 9 9 Home Wireless Network Install - Two Computers One Router They do the job they are sent to do. Their knowledge is good, they know what they are doing. They needed to set up my wireless capability. I don't think anything could be improved I was satisfied. The technican was knowledgeable and she made sure I understood what I needed to know about the instillation.
5673975 12/29/2006 CINCINNATI 8 8 8 PC Installation with ISP Setup I think that everything went fine. I think the scheduling was fine. The person that came was very knowledgeable. She seemed to be able to answer my questions and make it easy to understand computer language. I think that she tried to make sure that everything was working and ready to go. We were not able to finish one thing that she was trying to accomplish. I was told that it was included, but the tech said that it was not. It was the router and I called to ask about the installation.
5673975 12/29/2006 CINCINNATI 8 8 8 PC Installation with ISP Setup I think that everything went fine. I think the scheduling was fine. The person that came was very knowledgeable. She seemed to be able to answer my questions and make it easy to understand computer language. I think that she tried to make sure that everything was working and ready to go. We were not able to finish one thing that she was trying to accomplish. I was told that it was included, but the tech said that it was not. It was the router and I called to ask about the installation.
5563873 11/03/2006 CINCINNATI 9 9 9 PC Installation with ISP Setup She was very punctual and she knew what she was talking about. She didn't have any problems installing it. There was a problem with the printer and the surge box and she called customer service and they got her through to get the problem fixed. She was professional. She was knowledagble. I was overall pleased. Nothing. I mean she was fine.
5539575 10/27/2006 CINCINNATI 8 8 9 PC Installation with ISP Setup and Data Transfer The local people were very cooperative and fast at scheduling a date. They showed up on time. They were very professional in their attitude during the installation. They knew what they were doing and they were willing to do what I needed done. I think the national people need to do what the salesman say they are going to do. There was software that was loaded on the old and new computer. I need to find out if I need to uninstall the software.
5538914 10/13/2006 CINCINNATI 9 9 9 PC Installation with ISP Setup They met my needs for technical expertise shared with me. She went in depth with different files and applications. She was very friendly, and understanding of my needs on how to work the system. She helped me understand everything. Nothing could be improved.
5538848 10/13/2006 CINCINNATI 9 9 9 PC Installation with ISP Setup They installed it very quickly and she explained everything as she was doing it and I was very pleased with her. She installed it and explained everything and she set up my printer. That's all. Nothing that I know of can be improved, she did an excellent job.
5520520 09/29/2006 CINCINNATI 5 6 9 PC Installation with ISP Setup and Data Transfer It was alright. They assembled the unit very well. It does not meet my expectations regarding what I expected them to do. To be specifc, more knowledgable about the dell product. I thought my rig on the assumption that there would be a serial mouse that I have aquired they would send to me. They are very handy and you can't go back to conventional mouse once you've used one of those. I have sent a few emails about the mouse and they haven't contacted me other then the original. Knowledge for the product by the sales kiosk. Know their product, he just assumed there would be a port tower for the mouse. Very poor salesman. When I called him by phone and he sent me an email and told me to go out and buy some stuff, and got to somebody that knows what they are doing. At the kiosk in the Kentucky area in the florence mall you call them it rings and they disconnect it so they don't have to deal with the customers.
5520510 09/29/2006 CINCINNATI 8 8 9 PC Installation with ISP Setup and Data Transfer I would say good responsiveness. From the time I ordered it, receiving email confirmations about it. Delivery and the onsite installtion. I had a follow up question after the installation, and they responded to it promptly. Nothing I can think of.
5502308 09/22/2006 CINCINNATI 9 9 9 PC Installation with ISP Setup and Data Transfer According to my experience with the installer he knew what he was doing. I'm real stupid when it comes to computers and he knew what I was talking about, When I asked questions and didn't use the correct terms he knew what I was talking about. English speaking people with the customer service needs to be improved.
5465254 06/09/2006 CINCINNATI 9 9 9 PC Installation with ISP Setup Having a very talented man out here to do it. He was courteous. They sent someone that would go the extra mile. His knowledge of computers. Improved, nothing.
5417440 01/27/2006 N/A 4 8 5 N/A Did well: They were on time. They were friendly and considerate. Improve: Some technical skills could be improved. Not all the programs were set up for the other user. /APND/ Mainly in relationahip with another user. Some things weren't set up, because th
5407085 01/13/2006 N/A 9 9 9 N/A They put my computer together and made it work. They transferred all the files. Nothing to improve, everything went smooth with the installation.
5236630 12/31/2005 N/A 7 8 7 N/A The technician came on time an was courteous. He explained what he was going to do. He addressed my unique problems. To improve, do some work on the IntelliMover, to improve the output report so the customer can see what it did and a specific area for pro
5400651 12/30/2005 N/A 9 9 9 N/A They were very customer friendly,we had no problmes wtih them they are willing to answere the question the were very knowledgeable and they were able to trouble shoot a printer that we had that was new and we were able to get a new one they very next day
5214647 12/17/2005 N/A 5 7 6 N/A They came on time they did good at working, they hooked everything but the fax machine up. They need to hook up the whole thing completely and stay until it is all done. When you call them it is very difficult to talk to the person you need to talk to. I
5216547 12/10/2005 N/A 9 9 9 N/A The gentlemen was extremly personable and helpful. He explained to us what he was doing. He got us up and going on the computer. I don't know what can be improved. We were very satisfied. The online ordering system is not as simple as it should be.