We take the same rigorous approach
to testing customer satisfaction that
we do when we test new products in a
group test. While other magazines call
their surveys 'customer satisfaction', all
they really ask is 'who is your favourite
manufacturer?'. We ask a series of in-depth
questions to discover the realworld
truth of tech buyers' experiences.
Most of the time, the scoring we
use is simple and reflects your ratings:
we asked whether you were Very
satisfied, Satisfied, Neither satisfied
nor dissatisfied, Unsatisfied or Very
unsatisfied with key aspects for each
product or service. Check each
category for the key aspects, but usually
they include Customer Support and
Overall Satisfaction – importantly, we
ask whether you would buy the same
product again. This makes up two thirds
of the satisfaction score, with the
other third made up of your rating of
value for money.
We analyse all the data to create a
set of satistically valid results, which we
convert into a set of star ratings. The
overall rating is an average of the three
key aspects in each category, but may
vary due to rounding.