What Dell Is Doing To Win Back Customers

Re "Satisfaction not guaranteed" and "Dell: Facing up to past mistakes" (News: Analysis & Commentary, June 19): We have acknowledged that our service and support for consumer customers did not keep pace in the rapid growth of that market two years ago. Regrettably, we let some of our customers down. Dell's efforts to restore customer satisfaction include hiring 8,000 new service agents over a three-year period and providing additional training to current agents in our network of 30 global call centers; and implementation of new tools to assist our agents to better serve our customers, including DellConnect, a remote diagnostic tool that has been used for more than 500,000 service calls with a 95% satisfaction rate. We are also opening or expanding 14 facilities worldwide to better design, develop, manufacture, and service our products close to our customers.

Dell leads the industry in supporting commercial, government, and education customers, which account for 85% of the company's revenues. Dell has ranked first in the Technology Business Research Inc. Corporate IT Buying Behavior & Customer Satisfaction Study for 21 of the 22 quarters it has been conducted. And Dell was selected the top equipment brand in a survey by ACNielsen of information technology executives in the U.S. who cited Dell's value and outstanding customer service.