Keynote Customer Experience Rankings COMPUTER HARDWARE

To view this page ensure that Adobe Flash Player version 9.0.124 or greater is installed.

Please login or register to make a comment!

Keynote Customer Experience Rankings COMPUTER HARDWARE Wave 4 - July 2007 1. Which computer hardware sites generate the strongest positive brand perceptions and greatest likelihood to acquire a customer? 2.

What aspects of the online experience are most predictive of brand and acquisition? 3. Which companies are leading in the critical areas and why?

4. What site design changes have had the biggest impact on user perceptions? 5.

What opportunities exist for a computer provider to improve its online experience for prospective customers? Computer Hardware Study Goals SITES EVALUATED: SAMPLE: TIMING: 2 10 evaluations; 2074 panelists total 2 ~200 per site, US online adults 18+ 2 Likely to shop for computer hardware or peripherals within the next 12 months 2 Wave 3 evaluation period: July 23 3 August 6, 2007 2 Wave 2 evaluation period: July 21 3 27, 2006 Next study delivered: Summer 2008 Amazon.com Apple Best Buy CompUSA Dell Gateway HP Lenovo PC Connection Sony CE Rankings Methodology: Sites & Sample ..using our browser companion that captures events &to evaluate site(s) &providing comments and feedback &which are analyzed with our powerful software &performing tasks & answering questions cFind information that meets your needs. d cHow satisfied are you with this site? ... more. less.

d Panelists are invited& CE Rankings Methodology: Process Keynote Connector " Downloads quickly and installs easily " Sits on top of Internet Explorer " Enables panelists to interact with IE as they normally would CE Rankings Methodology: Technology Overview of Results Overall CE Index Brand Impact Index Conversion Impact Index Customer Satisfaction Index DRIVER 1 (metric1, metric2,&) DRIVER 2 (metric1, metric2,&) DRIVER 3 (metric1, metric2,&) DRIVER 4 (metric1, metric2,&) DRIVER 5 (metric1, metric2,&) CUSTOMER SATISFACTION INDEX (More than 100 metrics) BRAND IMPACT INDEX OVERALL CUSTOMER EXPERIENCE INDEX CONVERSION IMPACT INDEX Perception of Brand Image Change in Company Impression Many positive attributes Change in Brand Perceptions Purchase Likelihood Likelihood to Recommend Site Likelihood to Return to Site Research Likelihood CE Rankings Methodology: Analysis Lenovo (10) Lenovo (9) Sony (8) Lenovo (10) 8 Apple (8) Apple (7) Gateway (10) Apple (7) 9 Sony (10) Gateway (8) CompUSA (5) Circuit City (na) Amazon (2) HP (3) Best Buy (4) Dell (1) Conversion Impact Index Sony (9) CompUSA (5) Gateway (7) Circuit City (na) HP (4) Dell (2) Amazon (1) Best Buy (3) Customer Satisfaction Index Apple (6) CompUSA (5) 6 CompUSA (5) Gateway (8) 7 Lenovo (9) Sony (9) 10 Circuit City (na) Circuit City (na) 5 HP (3) Dell (2) Best Buy (4) Amazon (1) Brand Impact Index Amazon (1) 1 Dell (2) 2 Overall CE Index RANK HP (3) 4 Best Buy (4) 3 Parentheses indicate July 2006 ranking ( Green moved up in rank, Red moved down) Index Rankings Summary = Top Tier Competitors Overall Customer Experience Sony Apple Lenovo Gateway CompUSA AGGREGATE Circuit City HP Best Buy Dell Amazon.com 560 580 600 620 640 660 680 Mean Score 565 577 578 607 613 621 633 653 660 662 663 Top Sites Bottom Sites Keynote Overall CE Index comprises three indices: " Customer Satisfaction " Brand Impact " Conversion Impact Drivers and Best Practices Amazon (8) Gateway (7) Lenovo (9) Lenovo (8) Lenovo (10) 8 Sony (9) Sony (8) Sony (10) Sony (10) Gateway (8) 9 Apple (10) Dell (3) ComUSA (6) Lenovo (9) HP (2) Amazon (1) Best Buy (4) Circuit City (na) Design and Organization Lenovo (7) Dell (4) Gateway (5) CompUSA (6) 6 CompUSA (6) HP (8) CompUSA (7) Circuit City (na) 7 Apple (10) Apple (6) Apple (9) Sony (9) 10 Best Buy (4) Gateway (3) HP (2) Dell (1) Circuit City (na) Find Computer Amazon (2) Amazon (3) Best Buy (3) 5 CompUSA (3) Circuit City (na) Gateway (7) Best Buy (1) Customer Support Best Buy (6) Circuit City (na) HP (2) Dell (1) Product Interest Amazon (1) 1 Apple (2) 2 Purchase Process RANK Dell (7) 4 HP (5) 3 Parentheses indicate July 2006 ranking ( Green moved up in rank, Red moved down) Driver Rankings (1 of 2) Driver Rankings (2 of 2) Parentheses indicate July 2005 ranking ( Green moved up in rank, Red moved down) = Indicates a significant change in score from July 2005 Lenovo Apple Lenovo (9) Gateway (9) 8 Sony Sony Amazon (4) Lenovo (10) 9 Apple Amazon HP CompUSA Dell Circuit City Gateway Best Buy Locate Help Best Buy Best Buy (5) CompUSA (2) 6 Gateway HP (3) Apple (7) 7 Lenovo CompUSA (10) Sony (8) 10 Amazon Circuit City (na) Best Buy (6) 5 Dell CompUSA Circuit City HP Search Capability Gateway (7) Dell (2) Sony (1) Apple (6) Visual Appeal Amazon (3) 1 HP (1) 2 Find Peripheral RANK Circuit City (na) 4 Dell (5) 3

less