PC Reliability Study
Workstation Overview
Jan. 18, 2019

TBR

T E C H N O L O G Y B U S I N E S S R ES E AR C H , I N C .

Executive Summary

TBR
Lenovo customers reported average repair rates for workstation PCs below both the industry andcompetitor averages across the first three years of the PC’s lifecycle
Lenovo Workstation Repair Rate Overview

Key Takeaways• Lenovo’s global workstation repair rates trend below
competitor and industry averages.
• HDDs, system boards and fans are the parts that arereported to fail most often.
• Batteries are reported to fail less frequently, but theworkstation sample is a blend of mobile and fixedPCs.

“We often have contact with other large corporations operating in thesame industry. These companies have PC repairs more often than we do.
We are more than satisfied with our PC repair rates.” — Lenovo
Customer, CIO, IT Services and Consulting

2TBR & Lenovo | PC Reliability Study

Workstation
Repair rates• Below competitor average all
three years• Below industry average all threeyears

Satisfaction withquality & reliability

88% are satisfied with Lenovo; 3%
are dissatisfied

Reliability perception
vs. other that ofvendors

74% think Lenovo is at least
somewhat more reliable thanother vendors

Likelihood to buy
again based onquality & reliability

91% are likely to buy again, whichis the industry best

©2019 Technology Business Research, Inc.

Executive Summary

TBR
Lenovo workstation PCs have fewer repairs on average than those of the competition, besting
the competitor average by at least 20.3% in each of the first three years of the lifecycle
Key findings & implications:• Lenovo was also the only vendor to have a repair rate below
the industry average for all three years.
• The difference between Lenovo’s workstation repair rate andthe competitor average increased from year one to two as
well as from year two to three indicating higher levels of
reliability for Lenovo workstations later in their lifecycle
compared to those from other vendors.

12.0%
10.0%

Average Repair Rate %• Lenovo’s repair rates are the lowest among its competitors
for workstation PCs across the first three years of the PC’s
life cycle, with just under 4% of workstations requiring
repairs in the first year and just under 8% by the end of thethird year.

WORKSTATION REPAIR RATE

8.0%
6.0%
4.0%
2.0%
0.0%

First year

Second year

Third year

Lenovo

3.8%

5.2%

7.8%

Industry Average

4.6%

6.4%

9.0%

Competitor Average

4.8%

6.7%

9.7%

LenovoIndustry Average

Competitor Average

SOURCE: TBR

Note: Averages are computed using weighting by the number of respondents, by formfactor and vendor.

3

TBR & Lenovo | PC Reliability Study©2019 Technology Business Research, Inc.

Key Findings: Workstation Repair Rates – Year 1TBR
Lenovo achieved a workstation repair rate under 4% for the first year of the product lifecycle,
16.9% lower than the industry average and 21.4% lower than the competitor average
WORKSTATION REPAIR RATE IN THE FIRST YEARFirst year

0.0%

2.0%

4.0%

6.0%

Competitor AverageFirst year
4.8%

Industry Average

4.6%

Lenovo

3.8%

8.0%

10.0%

12.0%

Average Repair Rate %SOURCE: TBR

Note: Averages are computed using weighting by the number of respondents, by formfactor and vendor.

Key Findings• Lenovo workstation repair rates in the first year were 21.4% lower than the average of its competitors, at 3.8% compared to 4.8%.
• Additionally, Lenovo’s workstation repair rate in year one is lower than the industry average with 16.9% fewer failures reported.

4TBR & Lenovo | PC Reliability Study©2019 Technology Business Research, Inc.

Key Findings: Workstation Repair Rates – Year 2TBR
Lenovo workstations continue to outperform the industry and competitor averages in year twoof the product lifecycle with a repair rate of 5.2%
WORKSTATION REPAIR RATE IN THE SECOND YEAR

Second year

0.0%

2.0%

4.0%

6.0%Competitor Average

Second year
6.7%

Industry Average

6.4%

Lenovo

5.2%

8.0%

10.0%

12.0%

Average Repair Rate %SOURCE: TBR

Note: Averages are computed using weighting by the number of respondents, by formfactor and vendor.

Key Findings• The average repair rate for Lenovo workstations in year two was 5.2%, 18.2% lower than the competitor average of 6.7% and 22.1% lower than theindustry average.

5TBR & Lenovo | PC Reliability Study©2019 Technology Business Research, Inc.

Key Findings: Workstation Repair Rates – Year 3TBR
In the third year of a workstation’s lifecycle, Lenovo customers reported the largest difference inreliability as Lenovo outperformed competitors by 20.3% and the industry by 13.4%
WORKSTATION REPAIR RATE IN THE THIRD YEAR

Third year

0.0%

2.0%

4.0%

6.0%

Competitor Average

Third year
9.7%

Industry Average

9.0%

Lenovo

7.8%

8.0%

10.0%

12.0%

Average Repair Rate %SOURCE: TBR

Note: Averages are computed using weighting by the number of respondents, by formfactor and vendor.

Key Findings• In the third year of a workstations’ lifecycle, the repair rate for Lenovo was 7.8%, the strongest showing in comparison to both the competitor average aswell as the industry average.
• Lenovo workstations in year three had a repair rate 20.3% lower than the competitor average of 9.7%, and 13.4% lower than the industry repair rate of9.0%.
6TBR & Lenovo | PC Reliability Study©2019 Technology Business Research, Inc.

About the Study

TBR
TBR surveyed 449 IT decision makers at organizations with more than 250 employees about theirexperience with workstation PCs on behalf of Lenovo• The survey was conducted in October and November of 2018.
• TBR surveyed 449 respondents from the United States, Europe (France,Germany and the United Kingdom, and China about their workstation
PCs.
• Respondents ranged from CIOs to project manager. The most common
titles were CIO (27.8%), IT Director (27.4%) and IT Manager (16.9%).
Respondents managed workstations from Dell, HP, and Lenovo.
• About half of the respondents were from companies with $1 Billion ormore in revenue; the rest were from smaller companies.
• All respondents had purchased workstations for their company in thelast 12 months.
• Respondents reported on their experience with a total of more than
500,000 workstations, of which the majority were desktop workstations.
• Respondents were asked if they documented repair rates, or if theirreported rates were estimated. The majority of respondents (82%)
reported that they document their repair rates.

7

TBR & Lenovo | PC Reliability Study

Survey Distribution of Completed Responses
Competitor PC buyers
United States
EuropeChina
Lenovo PC buyers
United States
EuropeChina
Total

Workstation
300
103
100
97149
495050449©2019 Technology Business Research, Inc.

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