Business Laptops: Key Adoption Drivers Based on Customer Experience

Category Analysis – Business Laptops

Aug 18 – Oct 18

Regions: Netherlands


According to market research reports, the laptop market is valued at USD 101.67 billion in 2017 and is expected to grow at a CAGR of 0.4% during 2018 – 2025 period.  The advancement in technology and innovation has made it possible to manufacture laptops that are sleek and convertible giving freedom of mobility to users. In this report, we provide deep insights into the business laptop industry covering the perception drivers, emerging trends, consumer beliefs, and much more interesting aspects.

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The analysis is based on customer reviews and conversations online in the segment. The analysis results presented are completely unbiased and not based on any subjective judgement. The source data used for the analysis are user conversations available publicly online like public forums and social media.



Total number of customer conversations analyzed


Business Laptops: Key Adoption Drivers Based on Customer Experience


Executive Summary – Key Takeaways



Business Laptops – Industry Overview

Business Laptops – Growth Drivers

Laptops remain key for most business establishments and government organizations. Though there is an influx of smartphones and tablets, they cannot match the power of laptops. Therefore, there is a huge market for laptops in big business enterprises. There has been an increasing demand for high-end notebooks that are capable of performing tasks like gaming and software development.

Ever-increasing spread of the internet has contributed to the growth of laptops. Laptops are increasingly used for gaming replacing the desktops that were earlier used for this purpose. Laptops are packaged to offer overall performance in a small package. This is leading to the growth of demand for portable personal computers. 

Laptops are spreading their reach into the education field as well. Colleges and students in elementary school are increasingly using laptops for meeting their research and project needs.

The laptop market has seen a continuous increase in sales due to the rising disposable incomes, interest among co-consumers to use laptops against desktops, and the ever-increasing global population.

Business Laptops: Key Adoption Drivers Based on Customer Experience

The customer experience (CX) is a holistic perception of the experience that a customer has with your business or brand. CX is not an individual experience, it is the result of each and every interaction from the start till the customer buys a product. When a brand offers an exceptional customer experience, customers tend to come back and eventually become loyal customers.

Consumer perception plays a vital role in consumer behavior thereby affecting the demand for a product. Hence it becomes key to understand the attitude that influences consumer behavior.

In this report, we have presented the relationship between different perception drivers in the form of a graph that can be used to sense the degree of importance that consumers attach to various factors. 

Through a detailed analysis of 6,302 online consumer conversations relating to several brands, Clootrack has listed down the top 5 drivers that buyers consider while making a purchase of a laptop.

1. Reliability

Consumers wish to purchase a laptop that is most reliable and comes with the least failure rate. They would like to see their laptops to be designed to withstand a really harsh environment. Business laptops that need to face heavy workloads should be highly durable. Laptop manufacturers need to design the most rugged laptops with rigid and durable chassis to face high pressure, extreme drops, and even exposure to water.  Manufacturers should go all the way out and design laptops that can absorb shock and can be certified against dust, sand and water, and extreme temperatures. Consumers want to own a laptop that is flexible yet very sturdy that can be used on a daily basis without having to worry about it snapping off upon a fall. 


2. Range

Choosing a laptop for work can be a serious business. Consumers are looking for a variety of options relating to RAM, GPU, Operating system, screen size, and disk variants before finalizing their laptop purchase. Random Access Memory (RAM) determines how a laptop will run. Too less RAM might not be just enough for business purposes. Hence consumers prefer to have more choices on RAM when selecting their laptop. A Graphics Processing Unit (GPU) is responsible for delivering images, video, and animations in either 2D or 3D for the display. Consumers want multiple options when choosing the right GPU for their business needs. Consumers have more operating system choices than ever.

Laptops should be designed to accommodate the multiple options that are available in an operating system. Though most of the laptops come in the average 13-15 inches screen size, consumers do ask for more options. Consumers prefer to have screens based on their daily business needs, hence asking for laptops that can offer a variety of screen sizes.

3. Features

Consumers of laptops look forward to a list of essential features that should absolutely be available in a laptop. Consumers believe that irrespective of the wonderful features it has, without a battery it is useless. Business consumers prefer to have battery life that has long hours of endurance to suffice a long cross-country flight or a long day of back-to-back meetings. Consumers who are crunching numbers or editing videos need a CPU that is fast enough to sail through all the activities.

Hence consumers want to pick a laptop model that can fit a wide range of their activities. No matter how many other features take a prime stage in choosing a laptop, the keyboard still remains one of the most essential features while choosing a laptop. Consumers look for the size of the keys since it affects the accuracy of the work. Consumers look at features such as the size and the shape of the keys in a keyboard.

4. Support

While buying a laptop, apart from the features such as speed and storage, consumers also pay a lot of attention to the quality of the customer support received from the manufacturer. Consumers prefer to have knowledgeable staff, intuitive website support, phone support agents, quick resolution, and live chat support. Consumers consider an extended warranty as an important factor in their laptop buying decision.

For most laptops, there is a statutory manufacturer warranty period of 24 months. But consumers prefer to have an extendable warranty so that they can cover any repairs or damages post the warranty period. Hardware drivers are the bits of software Windows uses to communicate with your PC’s hardware. Consumers want laptop manufacturers to create these drivers so that they can obtain drivers straight from the manufacturer so that in case consumers sometimes want to get the latest version, then they can use it from the manufacturers.

5. Pricing

Laptops that have multiple features along with extended service plans will generally increase the cost of the laptops but will offer value for money. Business laptops that offer features such as longer standard warranties should come at affordable prices as not all consumers will be able to replace their old laptops. Consumers are asking for laptops of all ranges so that they can choose the one that suits their pockets. Consumers of business laptops prefer that the cost of the laptops should be able to offer value for their money.



Brand Equity

Consumer perception, which is a combination of knowledge and experience, towards a brand and its products, builds brand equity. The perception that a consumer segment holds towards a brand directly results in either positive or negative effects.

Brand equity is an indicator of the company’s strength and performance, specifically in the public markets. In simple terms, brand Equity is the loyalty, perception, and awareness of a customer towards a brand. Brand equity can be created over a period of time by offering products that give a memorable experience, excellent quality, and highly reliable products to its customers. Brand equity is an asset that is the most valuable for a company, and even though it is intangible, it is vital for the success of a company.

In this report, we have presented the relationship between different perception drivers in the form of a graph that can be used to sense the degree of importance consumers attach to various factors.

Download the detailed report for free to get to know the brand names in the below chart. The detailed report also covers the list of features that delight users and several other interesting insights.

Top 4 Emerging Trends To Look Out for If You Are a Laptop Manufacturer

Laptops are evolving from just being functional gadget into convenient and good-looking gadget that is used in daily life. Consumers are not just looking for powerful performing laptops but they are demanding devices that are equipped with the latest features and style.

Laptop manufacturers are constantly pushed to manufacture good-looking sturdy laptops that match the style of their consumers. The latest trend is to update the traditional laptop to incorporate superior features keeping in mind the modern aesthetics.  Below are the 4 laptop trends that you will be seeing this year.

1. Convertible Laptops

The top trend in the laptop industry right now is the convertible laptops with finger touch technology which comes with robust capabilities and more traditional interfaces. A laptop with a convertible keyboard that can fold behind the device when not required, but can be unfolded when the user wants to use the keyboard allows a higher degree of functionality than normal laptops. 

2. Foldable/Bendable Screens

The latest trend is to introduce laptops with foldable and flexible displays. Laptops with a screen that can be folded and unfolded on both sides could be the laptop of the future. The laptops could come with a screen that can bend upwards to make it bigger. The screens can be bent backward to give 360-degree images.

3. Virtual Keyboards

The emerging trend in laptops is going without a keyboard. People are ditching the keyboards as they take up a lot of space and are heavy. The keyboards can be easily connected to the laptop. The keyboard would come with virtual keys that can be physically pressed and can also give raised bumps on the screen when the virtual keyboard is active. People can feel the keys while they use the keyboard. Laptop companies are using advanced technology to make virtual keyboards far more appealing.

4. Voice Interactive Laptops

Interactive voice response allows a laptop to interact with humans through the use of voice. The new trend in laptops is to offer dedicated keys that allow to access voice activation. Laptops have voice input that is deeply connected with artificial intelligence. Laptops are combining connectivity and voice activation to unveil new capabilities. Laptops are getting more advanced with robust platforms that can add additional voice capabilities.

Detailed Report

Learn more about the features that laptop users are asking for. Get to know about the customer beliefs and the emerging brands. You can download the pdf version of the complete report for free. Enter your email at the end of this report and we’ll send it to you for FREE. 

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