VMware and Microsoft Lead in Customer Experience, According to New Temkin Group Research

WABAN, Mass., Dec. 11, 2014 /PRNewswire/ -- Temkin Group recently published its 2014 Temkin Experience Ratings for 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.

VMware topped the list followed by two Microsoft units (servers and business applications). Other companies in the top 10 include EDS (part of HP), Oracle outsourcing, Microsoft desktop software, Sun Microsystems, Oracle business applications and database software, and IBM SPSS.  

The five lowest rated tech vendors are Wipro, Cognizant, Hitachi, ADP outsourcing, and Autodesk.

In the research report, 2014 Temkin Experience Ratings for 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 their likelihood to recommend the vendor to colleagues, repurchase from the vendor, trust the vendor, and forgive the vendor if it makes a mistake.

"The customer experience delivered by tech vendors is strongly related to the loyalty of their enterprise IT clients," states Bruce Temkin, Managing Partner of Temkin Group.

The Temkin Experience Ratings for Tech Vendors 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).

Other highlights from the research:

• The average rating dropped slightly from 53% in 2013 to 52% in 2014, with the effort component declining the most.
• VMware is the only firm that placed in the top five for each of the three components of the ratings, and Wipro is the only firm that place in the bottom five for all three components.
• Companies in the upper quartile of the 2014 Temkin Experience Ratings for Tech Vendors have a 15-point advantage over those in the bottom quartile in the percentage of clients who are likely to repurchase.
• Vendors in the upper quartile of the ratings have an average Net Promoter^® Score more than 24-points higher than those in the bottom quartile.

Temkin Group's study was based on a survey of 802 IT decision makers within North American companies that have at least $250 million in annual revenues in June 2014.

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 to [email protected].

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 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.

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.

Contact:
Bruce Temkin
617-916-2075
Email

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SOURCE Temkin Group

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