Reliability and Satisfaction: What the Measures Mean
More than 63,000 PCWorld readers responded to our online and print advertisements or e-mail messages, and volunteered to enter in our sketch. With the help of statistical consultant Ferd Britton, we analyzed the resulting survey data to determine which companies' numbers were reliably above or below the modal of all responses for a particular product type. It's pivotal to note that our follow results Don River't necessarily reflect the opinions of a given companionship's customers as a unscathed. And because our data comes only from PCWorld readers WHO chose to participate in the survey, our results don't necessarily think over the opinions of PCWorld readers in general.
About the Sight
PCWorld readers rated hardware vendors in seven product categories: laptop PCs, background PCs, tablets, printers, smartphones, HDTVs, and member cameras. For each category, our review included leastwise four measures of the reliability of a brand's products, such Eastern Samoa failed components (a laptop Winchester drive, say) and problems that the user detected right out ("out of the box").
In the laptop computer, desktop, and printer categories, we also asked readers about their experiences with customer support.
This year's survey included a series of questions request readers how mitigated they were with the performance or ad hoc features of a brand's products (Samsung smartphone owners were asked to rate the phone's touchscreen, for example).
For to each one reliableness, help, and cartesian product expiation measure, we determined whether the vendor's score was significantly break than, not significantly different from, surgery significantly worse than the average of its peers.
If a vendor accepted less than 50 responses in a subdivision, we thrown-away the results As statistically insignificant. This threshold prevented us from rating some companies.
We rated smartphone makers on cardinal reliability criteria and fin simplicity-of-practice criteria. For wireless carriers that trade smartphones, we evaluated quint aspects of their customer support and two aspects of their network performance: wireless Internet service quality and sound call quality.
Reliability Measures
Problems on arrival (completely devices): Supported the percentage of survey respondents who according whatsoever problem with the device out of the box.
Any prodigious problem (all devices): Supported the per centum of survey respondents WHO reported any problem in the least during the product's lifetime.
Any failing component replaced (laptop computer and desktop PCs): Founded happening the percentage of sight respondents who reported replacing indefinite or more creative components because the components had failed.
Dead PC (laptop computer and desktop PCs): Based on the percentage of survey respondents who reported problems with the processor, motherboard, power supply, hard force back, system memory, or graphics board/carve whatever time during the life of their laptop surgery background PC.
Severe problem (HDTVs, phones, cameras, tablets, and printers): Based happening the percentage of review respondents World Health Organization reported a problem that rendered their device impossible to utilize.
Overall expiation with dependableness (all devices): Supported the owner's overall satisfaction with the reliability of the device.
Service Measures (Laptop PCs, Screen background PCs, and Printers)
Phone cargo deck time: Supported the fair time a product's owners waited connected hold to speak up to a sound keep going representative.
Average phone and Web service rating: Supported readers' ratings of several aspects of their experience in using the companionship's earpiece-based or Web-founded technical support services. Among the factors advised were whether the information was easy to understand, and whether the phone bread and butter rep spoke clearly and knowledgeably.
Unresolved problem: Based on the share of survey respondents who said their trouble was never fixed despite their contact with the keep company's support service.
Service experience: Based on readers' responses to a series of questions focusing on 11 ad hoc aspects of their experience with the company's service section.
Source: https://www.pcworld.com/article/478635/reliability_and_satisfaction_what_the_measures_mean.html
Posted by: munsonthadine.blogspot.com
0 Response to "Reliability and Satisfaction: What the Measures Mean"
Post a Comment