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HP Earns Highest Rating in Customer Satisfaction Survey

Customers give HP top marks over IBM, Dell, EMC and other vendors
PALO ALTO, Calif., June 7, 2004

HP earned the highest overall rating from its customers in a recent survey of nearly 1,200 information technology managers and professionals by Computerworld and InterUnity Group Inc.(1)

Customers gave HP the top satisfaction marks in six of eight categories, including meeting customer expectations, contribution to customer profitability, product quality, product reliability and licensing policies.

HP's overall rating was a full eight and seven points higher than Dell and IBM, respectively, and eight and 11 points higher in the contribution to profitability category. EMC was ranked sixth overall among the top 10 hardware and software vendors which were rated; HP scored 49 points higher than EMC overall, 51 points higher on product quality, 34 points higher on customer service and 42 points higher on meeting expectations.

HP also ranked No. 1 among customers when asked if they would recommend the vendor.

A May survey from Technology Business Research, Inc.'s ongoing IT customer satisfaction study(2) revealed that in the first quarter of 2004 HP secured the No. 1 ranking in customer satisfaction among vendors of Intel®-based servers.

"Meeting customer expectations is essential," said Peter Blackmore, executive vice president, Customer Solutions Group, HP. "HP has long been known for product quality and reliability, but these surveys show we've made strides in delivering even higher business value that impacts our customers' bottom lines. We intend to continue this momentum with our focused strategy of delivering high technology at low cost with the best customer experience."

The InterUnity Customer Satisfaction Index (ICSI) scores used in the Computerworld survey were based on the number of customers who ranked their vendor as "excellent" and "good," adjusted by the number of customers who reported a "poor" experience. With an ICSI score of 136, HP earned the highest overall rating from its customers. A score of 100 is average. Customers of 10 major IT vendors responded between April 5 and May 14, 2004, after being invited to participate via e-mail. Of those who took part in the survey, 64 percent held titles of manager or higher, and the rest had technical or senior technical titles.

More than 30 industry groups were represented in the survey, including manufacturing, health care, banking, aerospace and financial services. Enterprise IT vendors surveyed, ranked in order of their overall rating by their customers, were: HP, IBM, Dell, Sun, Oracle, EMC, Microsoft, Computer Associates, PeopleSoft and SAP.

In surveying customers on their satisfaction with IT vendors, Computerworld teamed with InterUnity Group, which provides companies and vendors with technology intelligence to improve their business performance.

Details on the survey are available at http://www.computerworld.com/newsletter/0,4902,93340,00.html?nlid=AM.

About HP

HP is a technology solutions provider to consumers, businesses and institutions globally. The company's offerings span IT infrastructure, personal computing and access devices, global services and imaging and printing. For the four fiscal quarters ended April 30, 2004, HP revenue totaled $76.8 billion. More information about HP (NYSE, Nasdaq: HPQ) is available at http://www.hp.com.


(1) Enterprise IT Vendors: Cost, Expectation, and Satisfaction, InterUnity Group and Computerworld Survey, May 2004.

(2) Technology Business Research, Inc., "Corporate IT Buying Behavior & Customer Satisfaction Study: Intel-based Servers - First Quarter 2004," May 4, 2004.

Intel is a registered trademark of Intel Corp. or its subsidiaries in the United States and other countries.


This news release contains forward-looking statements that involve risks and uncertainties, as well as assumptions that, if they ever materialize or prove incorrect, could cause the results of HP and its consolidated subsidiaries to differ materially from those expressed or implied by such forward-looking statements and assumptions. All statements other than statements of historical fact are statements that could be deemed forward-looking statements. Risks, uncertainties and assumptions include the possibility that the proposed contract may not be entered into on the terms or within the timeframe currently contemplated or at all; that the market for the sale of certain products and services may not develop as expected; that development and performance of these products and services may not proceed as planned; and other risks that are described from time to time in the Quarterly Report on Form 10-Q for the fiscal quarter ended Jan. 31, 2004, and other Securities and Exchange Commission reports, filed after the Annual Report on Form 10-K for the fiscal year ended Oct. 31, 2003. HP assumes no obligation and does not intend to update these forward-looking statements.

About HP

HP Inc. creates technology that makes life better for everyone, everywhere. Through our portfolio of printers, PCs, mobile devices, solutions, and services, we engineer experiences that amaze. More information about HP Inc. is available at http://www.hp.com.