Microsoft, Cisco, and IBM SPSS Earn Top Spots in Customer Experience Ratings of Technology Vendors, According to New Temkin Group Research
Research Study Examines Feedback from 800 IT Professionals at Large Companies to Rate 60 Technology Vendors.
Waban, MA, February 07, 2012 --(PR.com)-- A new research report published by Temkin Group, 2012 Temkin Experience Ratings of Tech Vendors, rates the customer experience of 60 large technology providers. The research, which is based on a survey of 800 IT professionals from companies with at least $500 million in annual sales, shows that only four technology vendors deliver excellent customer experience: Microsoft business applications, Cisco, IBM SPSS, and Microsoft servers. The research also shows a strong connection between customer experience and the purchasing plans of large companies.
“Tech vendors that deliver a better customer experience will capture more IT spending from large companies," states Bruce Temkin, author of the report and Managing Partner of Temkin Group.
The Temkin Experience Ratings are based on analyzing customer interactions along three dimensions:
- Funcitonal: Can customers do what they are trying to do?
- Accessible: How easy is it for customers to do what what they want to do?
- Emotional: How do customers feel about those interactions?
While four of the companies earned overall “excellent” ratings, nine others led by Compuware, Capgemini, and Fujitsu received “very poor” ratings.
The research also examined purchase momentum—the net percentage of companies that plan to buy more from a vendor in 2012—for each of the 60 companies. The technology vendors with the highest purchase momentum are SAS Institute, Apple, Cisco, Microsoft business applications and Microsoft servers. At the other end of the purchasing spectrum, Compuware, Alcatel-Lucent and Sybase have the lowest purchase momentum.
Temkin Group charted the Temkin Experience Ratings and the purchase momentum data for all 60 companies. This analysis uncovered a strong connection between customer experience and future IT purchase plans.
According to Temkin: “The tech sector has a long way to go in delivering great customer experience, but there’s loyalty at the end of the rainbow.”
This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com.
For more information about Temkin Group, visit http://www.temkingroup.com.
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“Tech vendors that deliver a better customer experience will capture more IT spending from large companies," states Bruce Temkin, author of the report and Managing Partner of Temkin Group.
The Temkin Experience Ratings are based on analyzing customer interactions along three dimensions:
- Funcitonal: Can customers do what they are trying to do?
- Accessible: How easy is it for customers to do what what they want to do?
- Emotional: How do customers feel about those interactions?
While four of the companies earned overall “excellent” ratings, nine others led by Compuware, Capgemini, and Fujitsu received “very poor” ratings.
The research also examined purchase momentum—the net percentage of companies that plan to buy more from a vendor in 2012—for each of the 60 companies. The technology vendors with the highest purchase momentum are SAS Institute, Apple, Cisco, Microsoft business applications and Microsoft servers. At the other end of the purchasing spectrum, Compuware, Alcatel-Lucent and Sybase have the lowest purchase momentum.
Temkin Group charted the Temkin Experience Ratings and the purchase momentum data for all 60 companies. This analysis uncovered a strong connection between customer experience and future IT purchase plans.
According to Temkin: “The tech sector has a long way to go in delivering great customer experience, but there’s loyalty at the end of the rainbow.”
This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com.
For more information about Temkin Group, visit http://www.temkingroup.com.
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Temkin Group
Bruce Temkin
617-916-2075
www.temkingroup.com
Bruce Temkin
617-916-2075
www.temkingroup.com
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