Top 100 Computer Companies
HP Offers Performance Rewards to
Palo Alto, California. April 20, 1999 -- Hewlett-Packard Company today announced
an enhancement to the HP premier support provider program for its authorized support
providers (ASP). The new performance-rewards program offers ASPs monetary incentives for
delivering high-quality, on-site customer support in the United States.
The program is designed to reward HP support partners who continuously provide superior
customer support to HP product owners. Customers will benefit from the program because it
will ensure they continue to receive high-quality support from ASPs on popular products
such as HP PCs, HP inkjet printers and HP LaserJet printers.
HP authorized premier support providers (APSP) are evaluated by HP and by customers on
repair efficiency and customer satisfaction. To gather this information, HP monitors
reseller support delivery and mails surveys to customers who recently have used an HP APSP
for warranty service. Support providers that meet the level of service that HP requires
will be reimbursed for 100 percent of the expenses incurred repairing their customers'
equipment. APSPs that exceed HP's standard will be reimbursed up to 120 percent.
"We requested a program like this from HP, so we were pleased to learn it was
implemented," said Jim Brann, director of deskside services, MicroAge, Inc., an HP
authorized premier support provider. "We feel this is a good program because it
encourages support providers to deliver superior performance. Also, because we will have
access to our evaluations, we get the opportunity to hear what our customers are saying so
we can be sure that we are providing the services they want. We're pleased HP has taken
"Performance rewards is all about empowering the customers' support partner of
choice with the information it needs to deliver quality support," said Martyn Gane,
marketing manager for HP's Product Support Division. "This program will ensure that
HP and its APSPs deliver the type and quality of service our customers expect from their
chosen support partner."
Hewlett-Packard Company -- a leading global provider of computing and imaging solutions
and services for business and home -- is focused on capitalizing on the opportunities of
the Internet and the proliferation of electronic services. HP had computer-related revenue
of $39.5 billion in its 1998 fiscal year.
HP plans to launch a new and independent measurement company consisting of its
industry-leading test-and-measurement, components, chemical-analysis and medical
businesses. These businesses represented $7.6 billion of HP's total revenue in fiscal
1998. With leading positions in multiple market segments, this technology-based company
will focus on high-growth opportunities such as communications and life sciences.
HP has 122,800 employees worldwide and had total revenue of $47.1 billion in its 1998
fiscal year. Information about HP, its products and the company's Year 2000 program can be
found on the World Wide Web at http://www.hp.com.