Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients

We just published a new Temkin Group data snapshot: Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients. This new research highlights how IT professionals rate tech vendors in two key areas of experience: Products and relationships.

During January 2012, 800 IT professionals from companies with at least $500 million in annual revenues rated the products of and their relationships with 60 tech vendors. Some of the findings include: Intel dominates in product flexibility, Cisco leads in product features, Compuware’s product features are severely lacking, Google has a big lead in cost of ownership, Intel dominates in product flexibility, Apple leads in innovation, and Wipro is far behind in technical support.

Download report for $295

As you can see below, we found a wide range of ratings across the 60 tech vendors for each of the eight criteria we examined:

The data snapshot includes eight graphics that show the scores for each of the 60 tech vendors for each of these criteria. Here’s a summary of the firms with the highest and lowest average ratings:

Download report for $295
(includes spreadsheet with data)

The bottom line: Tech vendors need to improve their product and relationship experiences

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

2 Responses to Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients

  1. What is the spectrum or scale used for Net satisfaction survey questions? i.e. 0-10 (eleven points) Our CX rating activities have focused on the NPS methodolgy and we would like to pull a comparitive view from this data set.

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