Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients, 2013
September 3, 2013 1 Comment
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 Q1, 802 IT professionals from companies with at least $500 million in annual revenues rated both the products of and their relationships with 54 tech vendors. Some of the findings include: VMware leads in six of the eight satisfaction categories—product quality, product flexibility, technical support, account team support, cost of ownership, and innovation—while Microsoft servers and IBM SPSS score highest in product features, and Apple and Microsoft desktop software lead in ease of use. Deloitte Consulting on the other hand scores last in every satisfaction category except ease of use, which Computer Sciences Corporation IT services received bottom marks in.
As you can see below, we found a wide range of ratings across the 54 tech vendors for each of the eight criteria we examined:
Note: IT decision makers were asked to evaluate each of the criteria on a scale from very poor (1) to excellent (7). Net satisfaction equals the percentage of 6s and 7s minus the percentage of 1s, 2s, and 3s.
The data snapshot includes eight graphics that show the scores for each of the 54 tech vendors for each of these criteria. Here are the average net scores across all of the criteria:
The bottom line: Tech vendors need to improve their products and relationships