Case Study
Why Quality, Reliability and Durability in PCs Matter
Discover how quality, reliability, and durability drive long-term brand preference and total cost of ownership across hardware fleets. Learn key findings from an Illuminas study comparing top PC brands across consumer and SMB IT decision-maker segments. Uncover key research from Illuminas and Dell Technologies on what truly powers long-term user satisfaction and lower TCO.
- Topic
- Hardware
- Published
- 5 Aug 2026
A quantitative study conducted by Illuminas on behalf of Dell Technologies surveyed 2,004 laptop users and SMB IT decision-makers to evaluate leading hardware brands across core drivers of user experience: quality, reliability, and durability. While base hardware specifications often appear similar on paper, long-term operational continuity, reduced support overhead, and physical endurance dictate true business value and brand loyalty. The report reveals that Dell consistently performs at or above parity against key competitors like HP and Lenovo. Furthermore, IT decision-makers cited Dell’s superior build quality and support resolution speed as primary factors for fleet selection, ensuring lower lifecycle costs and higher ROI.
Key Highlights:
Quantitative Benchmark: Based on a study of 2,004 laptop users, including consumers and SMB IT decision-makers.
Core Drivers of Trust: Identifies overall craftsmanship, consistent function without system crashes, and physical wear resistance as top purchase priorities.
Workplace Influence: 1 in 5 consumers rated Dell positively based on their primary experience with an employer-issued device.
Quality Preference: SMB IT decision-makers cited Dell’s product quality reputation more than twice as often as HP or Lenovo.
Customer Support Ratings: Dell scored significantly higher than Lenovo among consumers and IT decision-makers for excellent customer service and support.
Issue Resolution Speed: Achieved significantly higher ratings than both HP and Lenovo for the speed of resolving technical product issues.
Value for Price: Outperformed HP among consumers in delivering optimal long-term value for the price.
Sustainability & Ethics: Dell significantly outperformed Lenovo (among consumers) and HP (among SMB ITDMs) regarding ethical and sustainable business practices.
Competitive Parity: Dell was never rated statistically lower than key competitors across quality, reliability, or durability metrics.
Reduced Support Overhead: Designed to resist physical wear, cracking, and overheating, resulting in fewer helpdesk tickets and lower total cost of ownership.
E-Waste Reduction: Longer device lifecycles directly contribute to corporate sustainability initiatives by minimizing electronic waste.