Ratings Guide: Devices: Printers, Cameras, Gateways and PDAs
Reliability Measures
Problems on arrival: Outstanding indicates a small percentage of devices that were nonfunctional when first turned on.
Ease of use: Outstanding indicates a large percentage of respondents who rated the product's ease of use as very good.
Percentage of units with problems: Outstanding indicates a small percentage of devices with at least one problem requiring a tech support call or limiting the device's usefulness.
Problems per year: Outstanding indicates a small average number of problems per year.
Satisfaction with reliability: Outstanding indicates a large percentage of users highly satisfied with their device's reliability.
Service Measures
Short hold time: Outstanding indicates a large percentage of users who waited 5 minutes or less for telephone tech support.
Satisfactory resolution: Outstanding indicates a large percentage of users whose problem was satisfactorily resolved.
Satisfaction with service: Outstanding indicates a large percentage of users highly satisfied with the company's service.
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