WABAN, Mass., Sept. 12, 2017 /PRNewswire/ -- Companies often use a metric called Net Promoter® Score (NPS®) as a measure of loyalty, as it calculates the likelihood that customers will recommend a company to friends and colleagues. In a new report called Tech Vendor NPS Benchmark, 2017, Temkin Group analyzes NPS of 58 tech vendors based on feedback from 800 IT decision makers within large North American companies.
NPS can range from a low of -100 to a high of +100. With an NPS of 43, Microsoft servers came out with the top score, followed by SAS Institute, Google, and VMware.
At the other end of the spectrum, four tech vendors have NPS below 0: Accenture, Affiliated Computer Services, Autodesk, and Fujitsu.
This is the sixth year that Temkin Group has completed the NPS study. The average NPS dropped from 29.9 last year to 21.4 this year, the lowest level across the six years.
"We found a wide range of Net Promoter Scores across tech vendors, and a strong connection between that metric and the loyalty of IT professionals," states Bruce Temkin, Managing Partner of Temkin Group.
In addition to benchmarking NPS, the research examines several areas of loyalty that large companies have for their tech vendors. We found that IT decision-makers are most likely to purchase more from Microsoft and HP, try new offerings from Microsoft and Google, forgive SAS and Microsoft if they make a mistake, and act as a reference for Apple and IBM SPSS.
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 to email@example.com.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience visionary 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 who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the Emeritus Chair and co-founder of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.
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.
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SOURCE Temkin Group