IBM, Intel, and HP Lead in Customer Experience, According to New Temkin Group Research
Survey of 800 IT decision makers fuels Temkin experience ratings of large tech vendors, and also shows correlation between customer experience and loyalty
WABAN, Mass., Nov. 4, 2015 /PRNewswire/ -- Temkin Group recently published its fourth 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 seven firms earned "good" Temkin Experience Ratings, which is a score of 70% or higher. IBM SPSS topped the list with a score of 76%, followed by Intel Corporation with 74%, IBM Software (not SPSS), with 72%, and HP Outsourcing with 71%. Three companies are next with 70%: IBM IT Services, VMware, and Microsoft servers.
The bottom 11 firms earned "very poor" Temkin Experience Ratings, which is a score below 50%. The lowest rated tech vendor is Cognizant with a score of 32%, and it is the only company to earn a rating lower than 40%. Seven other firms have ratings of 45% or below: BMC, Wipro, Hitachi, ADP, Deloitte, Capgemini, and CA Technologies.
"The customer experience delivered by tech vendors is strongly related to the loyalty of their enterprise IT clients, so it's good to see an improvement over last year," states Bruce Temkin, Managing Partner of Temkin Group.
The average Temkin Experience Ratings across all of the tech vendors is 59%, which is jump from 53% last year. It is the also the highest level over the four years of the study.
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). Success has the highest average rating of 64%, effort is next at 61%, and emotion has the lowest rating, 52%.
In the research report, 2015 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.
Compared with companies in the bottom quartile of the ratings, tech vendors in the upper quartile have a 15 percentage point advantage in customers who are likely to repurchase from them, a 25 percentage point advantage in the number of customer who are likely to try a new offering right away, a 19 percentage point advantage in customers who are willing to forgive them if they make a mistake, and a 31 point Net Promoter® Score advantage.
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 and consulting 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 by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. 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.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the author of a very popular blog, Customer Experience Matters® (ExperienceMatters.wordpress.com). 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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