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Headline: J.D. Power gives HP a seal of approval(The Idaho Statesman)Subhead: Tech company's support services rank in top 20% Mike Maharry Staff Good service is a key factor in deciding which computer or printer to buy these days, and Hewlett-Packard Co. hopes a customer service endorsement from J.D. Power and Associates will help boost sales of HP products. HP said this week it is the first company to receive the J.D. Power and Associates Certified Technology Service and Support certification "for providing an outstanding customer service experience." "As price and performance differences start to disappear, we feel service is definitely becoming a key differentiator in sales," said Brent Potts , HPs director of consumer service and support, who is based in Boise. Potts said a sizeable part of the companys North American support organization is located in Boise. He said the Boise support staff, totalling about 120 people, is the largest of four support hubs serving the U.S. His organization is responsible for the planning, setup and delivery of support services, including call centers, online tech support and repairs. The J.D. Power certification will help show customers that HP service is first rate, Potts said. "Its easy for any manufacturer to claim they have great support services, but how do you prove it? To have a third party verify that you have quality service it is very powerful," Potts said. Consumers will soon see the J.D. Power and Associates service mark on product boxes, web sites and advertising for everything from HP PCs and all-in-one devices to HP cameras and fee-based services. To earn the certification, HP performed within the top 20 percent of technology support organizations on a variety of customer service criteria. J.D. Power and Associates found that HP has met or exceeded this new standard for customer satisfaction in supporting its North American customers. To offer comments or story suggestions, contact Business Editor Mike Maharry at busi nessidahostatesman.com or 377-6433. |