Johannesburg, 18 Oct 2002
An independent market research survey conducted by FIND/SVP found that 86% of all global Hitachi Data Systems customers report they are "extremely satisfied" or "very satisfied" with service and support, far outstripping competitive rankings.
Hitachi Data Systems also received higher ratings on a global basis than competitor EMC on 18 of 19 service and support criteria, including understanding customer requirements, quality of service, and concurrent data migration.
Hitachi Data Systems also maintains the best competitive satisfaction scores for storage equipment performance, rating up to 95% satisfaction with technical performance.
Hitachi Data Systems bested EMC most noticeably on the following criteria:
* Having a clear understanding of customer requirements;
* Ability to deliver required products and solutions;
* Quality of service during initial installation;
* Providing response time and through-put measurements; and
* Concurrent data migration.
Satisfaction with Hitachi Data Systems technical performance of storage equipment ranks the highest against competitors, with 95% satisfaction in EMEA, 85% in APIA and 81% in the US. By comparison, EMC's highest rating in this category was 66% satisfaction in the US.
The survey also revealed that a high majority of customers deploy storage from more than one vendor, reporting 92% of US customers, 81% of EMEA customers, and 86% of APIA customers have heterogeneous storage systems.
Additionally, 43% of all respondents have over half their storage needs serviced by Hitachi Data Systems.
The survey was conducted in the US as well as Europe, Middle East and Africa (EMEA), and Asia Pacific and International Americas (APIA), to confirm the issues that customers use to evaluate the performance of the customer service and support of their data storage providers.
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