WABAN, Mass., Jan. 31, 2012 /PRNewswire/ -- 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 in three areas:
- Functional: Can customers do what they are trying to do?
- Accessible: How easy is it for customers to do 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 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."
For more information about Temkin Group, visit http://www.temkingroup.com.
About the author, Bruce Temkin
Bruce is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of the 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 who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.
About Temkin Group
Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer-centric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their results. For more information, contact Bruce Temkin at 617-916-2075 or [email protected].
SOURCE Temkin Group