PC Ratings Guide: Desktop PCs and Notebook PCs
Reliability Measures
Percent of PCs with problems: Outstanding indicates a small percentage of PCs with at least one problem needing repair.
Problems per year: Outstanding indicates a small average number of problems per PC per year of age.
Problems on arrival: Outstanding indicates a small percentage of PCs that did not work properly when first turned on.
Dead on arrival: Outstanding indicates a small percentage of PCs that were nonfunctional when first turned on.
Component failure: Outstanding indicates a small percentage of PCs that have had at least one faulty component replaced.
Satisfaction with reliability: Outstanding indicates a large percentage of respondents highly satisfied with their PC's reliability.
Service Measures
Short hold time: Outstanding indicates a large percentage of service recipients who waited on hold for 5 minutes or less for telephone technical support.
Quick resolution: Outstanding indicates a large percentage of users whose most recent problem was resolved in five days or less.
No resolution: Outstanding indicates a small percentage of service recipients whose problem was never resolved.
Knowledgeable tech support: Outstanding indicates a large percentage of users who highly rated the tech rep's knowledge.
Sincere effort by tech support: Outstanding indicates a large percentage of users who highly rated the tech rep's sincere effort.
Satisfaction with service: Outstanding indicates a large percentage of service recipients highly satisfied with their service.
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