HPE, IBM SPSS, and Google Lead in Enterprise IT Customer Experience, According to New Temkin Group Research
Survey of 800 IT Decision Makers Fuels Temkin Experience Ratings of Tech Vendors, and Also Shows Correlation Between Customer Experience And Loyalty
WABAN, Mass., Oct. 31, 2016 /PRNewswire/ -- Temkin Group recently published its fifth annual Temkin Experience Ratings of Tech Vendors which rates the customer experience of 62 large technology vendors based on feedback from 800 IT decision makers within large North American organizations.
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The top four firms earned "excellent" Temkin Experience Ratings, which is a score of 70% or higher. HPE outsourcing topped the list with a score of 76%, followed by IBM SPSS with 74%, Google with 70%, and HP products with 70%. Nine other tech vendors earned ratings above 65%: VMware, IBM software (not SPSS), IBM outsourcing, Dell outsourcing, Microsoft servers, IBM IT services, Intel, Microsoft business applications, and Salesforce.com.
The bottom three firms earned Temkin Experience Ratings below 40%, Capgemini, Infosys, and Accenture consulting. Ten other firms also earned "very poor" ratings (below 50%): CSC, SunGard, Cognizant IT services, McAfee, Pitney Bowes, Alcatel-Lucent, Trend Micro, ADP outsourcing, BMC, Satyam.
"The customer experience delivered by tech vendors is strongly related to the loyalty of their enterprise IT clients, so it's disappointing that we did not see an increase in the ratings this year," states Bruce Temkin, Managing Partner of Temkin Group.
The average Temkin Experience Ratings across all of the tech vendors is 58%, which is a slight drop from 59% last year.
The Temkin Experience Ratings evaluates three areas of customer experience: success (can customers achieve what they want to do), effort (how easy is it for customers to do what they want to do), and emotion (how do customers feel about their interaction).
In the research report, 2016 Temkin Experience Ratings of Tech Vendors, Temkin Group also examines the relationship between customer experience and customer loyalty. The analysis shows a high correlation between technology vendors' customer experience ratings and a number of areas of loyalty.
Here are some additional findings in the research:
- The average emotion ratings jumped to 56% from 52% last year, the highest level over five years.
- Temkin Experience Ratings is very highly correlated (R=0.81) to the likelihood of IT decisions to repurchase from the tech vendors.
- Temkin Experience Ratings is very highly correlated (R=0.87) to Net Promoter® Score, which is a popular measurement of IT decision maker's likelihood to recommend the vendor.
- When compared with the bottom quartile of companies in the Temkin Experience Ratings with those in the top quartile, the leaders have a 21 percentage-point advantage in customers that are likely to repurchase from the vendors, a 22 percentage-point advantage in customers that are likely to forgive the vendor if it makes a mistake, and a 25 percentage-point advantage in customers' willingness to try new products.
This research report can be accessed from the blog, Customer Experience Matters, at ExperienceMatters.wordpress.com or at the Temkin Group's website, www.TemkinGroup.com.
For more information about Temkin Group, visit www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer experience research, consulting, and training firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email to [email protected].
About Bruce Temkin: Bruce is widely recognized as a customer experience visionary and is Managing Partner of Temkin Group. He is also the author of a very popular blog, Customer Experience Matters®. Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker and regularly quoted in the press. He is also the co-founder of the Customer Experience Professionals Association.
Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.
Customer Experience Matters is a registered trademark of Temkin Group.
SOURCE Temkin Group
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