The Temkin Experience Ratings for Tech Vendors evaluates three areas of customer experience: functional (can customers achieve what they want to do), accessible (how easy is it for customers to do what they want to do), and emotional (how do customers feel about their interaction). Here are the overall results:
Here are some of the findings from the research:
- Only one tech vendor, VMware, earned an “excellent” rating while 17 earned “very poor” ratings.
- The average Temkin Experience Ratings for Tech Vendors has dropped from 58 percent in 2012 year to 52 percent this year, with the largest decline in the functional component.
- Oracle’s outsourcing services has the highest purchase momentum, followed by VMware, NetApp, and SAP analytics. At the bottom of the list for purchase momentum are Pitney Bowes, Trend Micro, and Deloitte consulting.
- VMware has the highest innovation equity, followed by SAP analytics, IBM SPSS, and Apple. At the bottom of the list, six tech vendors have innovation equity scores below 30 percent: Accenture consulting, Intuit, Deloitte consulting, Alcatel-Lucent, Pitney Bowes, and Infosys IT services.
- The Temkin Experience Ratings are highly correlated to purchasing momentum (plans of customers to purchase more in 2013) and innovation equity (the willingness of customers to try new offerings)