Hardware, Software and Services
Hewlett-Packard keeps improving. It's tough to excel at providing hardware, software and services, but Hewlett-Packard is doing it. Between 21 percent and 30 percent of its customers rate HP as excellent in our seven value and reliability categories. HP's overall score increased four points from 2006, boosted in large part by a nine-point shot in the arm for being flexible and responsive to its customers. IBM, by comparison, hasn't shown any major changes from last year, but its customers are standing by it--Big Blue's loyalty score is 22 points higher than its overall rating. While its 65 percent overall score is not inspiring, Sun deserves credit for a four-point rise; it's biggest gain is a 10-point rise in "solving the business problem paid to solve." EMC scored five-point gains in meeting ROI and quality expectations.