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  • Webcams That Earned High Reputation From Their Users, But Have Support Issues

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    Amplified Analytics
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    This time I played out a different scenario. You can catch up on methodology and approach of this research at http://prm.amplifiedanalytics.com/. It is quite common that customers of the products with high reputation for reliability, do not have much to say about support. It is understandable as they have no reason to experience Support Organizations. So I applied an unusual combination of filters to expose very popular and reliable products with negative customer experiences of Support. This report helps to focus and to research root causes of problem by quickly exposing negative sentiment reviews about support. I have used the following filters: Product Reviews>50 CSI>1 PFS>1 PRS>1 PSS>1

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    Webcams that earned high reputation from their users, but have Support issues

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    This time I played out a different scenario. You can catch up on methodology and approach of this research at http://prm.amplifiedanalytics.com/. It is quite common that customers of the products with high reputation for reliability, do not have much to say about support. It is understandable as they have no reason to experience Support Organizations. So I applied an unusual combination of filters to expose very popular and reliable products with negative customer experiences of Support. This report helps to focus and to research root causes of problem by quickly exposing negative sentiment reviews about support. I have used the following filters: Product Reviews>50 CSI>1 PFS>1 PRS>1 PSS>1

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
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    192 views2 pages

    Webcams That Earned High Reputation From Their Users, But Have Support Issues

    Uploaded by

    Amplified Analytics
    This time I played out a different scenario. You can catch up on methodology and approach of this research at http://prm.amplifiedanalytics.com/. It is quite common that customers of the products with high reputation for reliability, do not have much to say about support. It is understandable as they have no reason to experience Support Organizations. So I applied an unusual combination of filters to expose very popular and reliable products with negative customer experiences of Support. This report helps to focus and to research root causes of problem by quickly exposing negative sentiment reviews about support. I have used the following filters: Product Reviews>50 CSI>1 PFS>1 PRS>1 PSS>1

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 2

    Product Reputation Market Intelligence Report for Webcams

    Prepared for Greg Y, Amplified Analytics


    December 23, 2009

    Product Name Manufacturer CSI PFS PRS PSS No. of


    Reviews

    Logitech QuickCam Pro 4000 Logitech 1.30 1.42 1.05 0.94 206

    Intel Pocket PC Camera, CS-630 Intel 1.68 1.55 1.10 0.96 37

    Logitech Quickcam IM w/HDST ( 961361-0403 ) Logitech 1.45 1.50 1.04 0.97 30

    Microsoft LifeCam NX-6000 Webcam Microsoft 1.25 1.36 1.01 0.97 50

    Microsoft LifeCam VX-3000 Pack Microsoft 1.47 1.54 1.00 0.98 55

    Logitech Desktop Microphone (980240-0403) Logitech 0.99 1.30 1.04 0.98 44

    Creative Labs WebCam Live! Creative Labs 1.45 1.48 1.10 0.98 109

    Logitech QuickCam Communicate STX Logitech 1.56 1.49 1.03 0.98 248

    Creative Webcam Live! Pro USB 2.0 WebCam Creative Labs 1.49 1.47 1.02 0.98 90

    Logitech QuickCam Communicate MP (Black) Logitech 1.51 1.56 1.04 0.99 82

    LifeCam VX-5000 (Green) Microsoft 1.60 1.55 1.05 0.99 154

    Microsoft LifeCam Show (Black) Microsoft 1.28 1.48 1.04 0.99 25

    Labtec WebCam Pro Labtec 1.36 1.35 1.00 0.99 105

    Logitech QuickCam Pro 5000 WebCam Logitech 1.40 1.44 1.00 0.99 220

    Logitech QuickCam Pro for Notebooks (USB) Logitech 1.57 1.57 1.16 0.99 50

    Microsoft LifeCam Cinema Microsoft 1.35 1.52 1.09 0.99 43

    Logitech QuickCam Orbit AF Auto Focus System (Black) Logitech 1.57 1.50 1.05 0.99 118

    Logitech QuickCam for Notebooks (Silver) Logitech 1.47 1.47 1.00 0.99 60

    Microsoft LifeCam VX-3000 (68A-00001) Microsoft 1.44 1.45 1.04 0.99 499

    Logitech Quickcam Fusion (961403-0403) Logitech 1.46 1.48 1.02 0.99 250

    Logitech QuickCam Deluxe for Notebooks (Silver) Logitech 1.59 1.57 1.07 0.99 131

    Logitech QuickCam Vision Pro for Mac (Black) Logitech 1.49 1.54 1.05 0.99 117

    Logitech QuickCam Chat Logitech 1.07 1.16 1.03 0.99 35


    As of December 23, 2009 the Webcams category contains metrics for 83 products based on the analysis of 8499 customer reviews

    Glossary
    CSI (Customer Satisfaction Index) - The Customer Satisfaction Index is an aggregate measurement of the delta between a
    customer's expectation of a product and their actual experience with it.
    PFS (Product Functionality Score) - The Product Functionality Score measures the gap between customer expectations of a product
    and their actual experience with it.
    PRS (Product Reliability Score) - The Product Reliability Score measures the gap between the customer's expectations of a product's
    performance over its life-cycle and their actual experience with that product. A low reliability score points a Product Manager to potential
    problems in either the manufacturing or packaging processes that can be addressed before the erosion of their brand value begins.
    PSS (Product Support Score) - The Product Support Score measures the delta between the customer's expectations of a product's
    support against their actual experience. Currently it is an aggregate score that measures performance of a channel, delivery, and
    technical support organizations combined.

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