I’m thrilled to share that Dell has received a Forrester Research Voice of the Customer Award. The award recognizes initiatives that help companies dramatically improve how they collect, interpret and react to customer feedback. This year nearly 40 companies competed for the award and Dell was one of three who won. Dell was chosen after being judged on five areas of customer focus: clarity of its approach, business value to the organization, positive impact on customer experience, innovation and potential for other companies to repeat the practice. We’re proud of the progress the award indicates, but recognize we still have a long way to go.
Said Harley Manning, vice president, research director at Forrester Research, “The best VOC programs demonstrate that executive involvement, measurement and insights that are tied directly to action are critical to customer experience success.”
We understand that our company’s continued success is based on a common theme—putting customers at the heart of everything we do. How customers use their technology to grow and succeed is at the center of why we exist. It is our purpose. Initiatives like our Customer Advisory Panel (CAP) Days were a success, and are an example of how we can continually learn from our customers. When we visited with customers during the CAP Day sessions, some were unhappy; others were thrilled. All seemed delighted that we invited them to Dell for an open discussion around their IT issues. We’re glad to see other positive reactions to the event and encouraged that the dialog continues at #DellCAP on Twitter.
You might ask, what are some of those practices that help us learn about our customers’ preferences? In recent years, Dell has gained valuable feedback through customer surveys, through our own social media efforts in general and sites like IdeaStorm. To date, hundreds of ideas from the IdeaStorm community have been implemented. Since 2006 more than 100,000 customer ratings and reviews have been shared—that’s an average of 150 reviews per day submitted to Dell.com based on direct customer feedback. We’ve also focused on celebrating our customers who submit reviews through things like Customer Spotlights on Dell.com. You’ll hear directly from them about the kinds of things they use their systems for, what they like about it and see the configuration they use to get things done. Other initiatives underway include a pilot of a 24/7 chat service in the U.S. and other countries where chat seems more popular over traditional phone service, redesigning support.dell.com, revamping of extended warranties, and a redesign of the Dell.com online configurator experience to name a few. The scope and direction of these initiatives – and others – are shaped by what we hear from customers. We look forward to sharing progress on them in upcoming conversations.
The Forrester Research Voice of the Customer Award demonstrates that we’re headed in the right direction. We appreciate your feedback as we continue the journey.
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ShawnAuz: Sorry to see that we haven't helped you to purchase PCs and a server. Can you please either send me a private message here (after clicking on the link, click the send message button and type away the details starting with your order number if you made it that far.
Otherwise, just send me details of the best way to contact you and I'll ask someone from the Dell Australia team to contact you so we can get it straightened out.
Sorry again to see that we've caused the churn.
Voice of the Customer? How's this - Please refund the £700+ I paid to Dell for a defective XPS M1330 that has had 3 replacement motherboards (the last in March) and a week after going out of 'extended nvidia' warranty is again showing the tell tale white lines dancing around the middle of the screen. I say this mainly as the laptop breaches the Sale Of Goods Act in the UK in so many ways and as it was defective the day that I purchased it then I deserve nothing less!
Don,t Buy dell insprion laptops in India because there support for dell laptop is very bad in india and they are telling that they got the award for the " Voice of the Customer Award from Forrester Research"
but they don't listen to the customer after the product is brought from the customer.I am really unhappy after speaking to the dell technical team in India
Brian and varunready: Sorry to hear that you have had a bad support experience.
Can you please send me a private message here (after clicking on the link, click the send message button). From there, please share your service tag and other relevant details. From there, I can have someone contact you.
Reading that Dell won any kind of award related to customer service is astonishing. Getting an answer out of Dell or someone who understands what is going on is mind boggling. Dell does NOT deserve any type of award, period. What they need to do is realize that outsourcing jobs not only upsets the average American, but having to deal with representatives who don't quite understand the English language is frustrating. I don't fault these workers, they are trying their best, but Dell as a whole is a VERY flawed company when it comes to customer service. As I type this I have had to call Dell's "Customer Service" THREE times in the past 90 minutes because each time I get stuck on eternal hold and after 25-35 minutes, the call gets disconnected. Oh how much I enjoy listening to the on-hold music and an automated rep who is clearly too "happy" telling me the next available agent will be with me shortly, when in fact "shortly" to Dell means 30 minutes or longer...that is if the calls don't suddenly get disconnected and you have to call back. Each time I call I get a representative in India under the psudo name "Steve" or "Eric" who route me all over the place.
I purchased EIGHT computers in November 2009, four of which were to receive free Windows 7 Home Premium upgrades for free, the other four systems came with $25 gift cards each. Today is July 1, 2010, nearly EIGHT MONTHS later I just now received the Windows 7 discs (yes I did the proper procedure last year and entered each service tag into Dell's Window 7 Upgrade website but never received anything). The $25 gift cards have yet to show up. I have called Dell FOUR times, spoken to FOUR customer service managers, all of which who have PROMISED to call me back with a resolution, only to receive no call. The last customer service manager, "Katherine" assured me 100% she would call me back. That conversation took place June 9, 2010. As of today's date Katherine has never called me back. This doesn't include the three calls I have made today trying to get a live person who will take initiative and get my issues resolved. As I look at my phone, I have now been on hold for 20 minutes and 30 seconds, this being the THIRD time I have called today on hold for 20 minutes or longer. I will bet anyone anything that within ten minutes my call is suddenly "dropped" by Dell.
As of this date Dell owe mes four $25 gift cards but I also feel they owe me more in the time I have spent trying to get an answer and a resolution, EIGHT MONTHS after I placed my order. These issues are just the tip of the iceberg, so I ask, how, after reading this, Dell deserves any type of recognition when it comes to customer service?
Lionel you seem to be the lone person within Dell that seems to actually care about seeing that a customer is satisfied, perhaps you can step-in and assist me, as I am growing tired of calling Dell constantly dealing with complete incompetance.
An update to my posting.....still on "hold" with customer service, now at 34 minutes 54 seconds. I have now invested over 100 minutes over three calls of being on "hold" with customer support. Way to go Dell, you certainly deserve that award!
This is interesting that Dell can win an award all. I have had an open ticket for a hard disk replacement and they have shipped the wrong part twice to me. I'm told that I'm an important customer but with service like this I don't believe anthing being said. If my company shipped the wrong replacement parts twice to the same customer, I wouldn't have that customer any longer.
This the second issue I've had with support in the past month. My other issue came when tech support stated they wouldn't service my lattitude laptop at my hotel while I was travelling. I have a next business day warranty but they chose not to honor the contract.
Dell customer satisfaction is now nothing. They seem to care more for selling new systems than supporting those who have paid a premium for support. Dell should return this award since it really isn't applicable any longer.
Kinsella5 and Shadowbozo: I do care about how we treat customers like you, and I can assure you there are lots of people like me here in the company.
I've gotten Kinsella5's private message. I've asked our support team to follow up with you.
Shadowbozo: Feel free to send me a private message with more details about your hard drive and the best way to reach you. I can also ask someone to follow up with you as well.
I am absolutely amazed that Dell have received a customer service award. The experience I have had in the last 10 days from your support centre (based in New Delhi -India) has been appalling. I have been lied to on four seperate occassions, informed by your emolyees that 'it is not possible' - with no attempt to check whether my requests could be met. Staff who are unable to have a conversation because they have to follow a script. Staff who have rung me at home and they do not know why - they have been told to ring me! Staff who have asked for a mobile (cellular) contact number in order to contact me during the day but have then left messages on my home phone despite me informing them that I am working the same hours as your support desk.
I would appreciate someone with a brain contacting me to discuss this issue - I am extremely unhappy with the level of service and as a business customer with around 200 dell computer in my business - I am looking to other companies to supply replacement computers in the future - we usually replace in batches of 50 and we are at the point of replacing 50 in the near future.
over to you.....
Lionel
Just so you can see the frustration...
I have attempted to call dell support today Saturday 3rd July at 12:00 BST. The automated message informs me that support is available between 8 a.m. and 8 p.m. (BST) Monday to Friday and 9 a.m. to 6 p.m. (BST) on Saturday I am then advised to call back during office hours before being cut off.
12:00 midday is between 9 a.m and 6 p.m. but I am automatically cut off because it is not office hours
Very strange.....
You should really read some of the postings about your customer service on other websites - easy to find just type 'customer service Dell' into the search bar and see the reputation your company is fostering through your support desk in India.
This "award" would be hilarious if the situation wasn't so sad. I just finished reading an update on a Dell customer who has been waiting 3 months to get a defective laptop replaced. Time after time, he has had Dell customer service people promise him replacements, only to have them cancelled, reissued, cancelled, etc. It just makes you wonder how Dell service could possibly be so bad. I know this may not be a typical situation, but how it could go on for over 3 months is just unbelievable!
www.my630i.com/viewtopic.php
Eljahara: Sorry to see the frustration we've caused. Willing to help where I can... Can you please either send me a private message here (after clicking on the link, click the send message button and give me either a service tag or order number and let me know the best way to reach you.
I'll ask someone from the team to follow up with you.
Lionel,
Thank you for having a tech from "Gold" support contact me about this. He is a pleasure to work with. Hopefully the correct part will be shipped shortly. Thank you for your assistance with getting me someone who can help resolve my issue.
Matthew
I also am amazed that Customer Service has been awarded anything by Forrester Research.
My experience with Dell customer service has been 8 missed delivery dates and no acknowledgement that this is even a problem from Dell's perspective, or that it might warrant getting to the bottom of.
I have cancelled this order (a personal laptop) and will wait to see if that cancellation is properly handled,
However of more importance to Dell should be the fact that my corporate influence on the purchase of 35,000 workstations has been directly impacted by my personal problems and Dell corporate can rest assured that I will do everything I can to influence future purchasing decisions against Dell.
Thanks Dell, and congratulations, I hope the Forrester award puts bread on your table, because I certainly won't.
Obviously they didn't ask me either. More than 1/2 of the last 10 PC's purchased from Dell have had problems. Currently I get persistent BSOD that Dell can't fix and keep asking me to do the same steps over and over and same information over and over. I have bought more than 30 Dell PC's over the last 10 years, Never again will I make that mistake.