2013 Research

Data Snapshot: Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients, 2013

September 2013

During Q1 2013, 802 IT professionals from companies with at least $500 million in annual revenues rated both the products of and their relationships with 54 tech vendors. Some of the findings include: VMware leads in six of the eight satisfaction categories—product quality, product flexibility, technical support, account team support, cost of ownership, and innovation—while Microsoft servers and IBM SPSS score highest in product features, and Apple and Microsoft desktop software lead in ease of use. Deloitte Consulting on the other hand scores last in every satisfaction category except ease of use, which Computer Sciences Corporation IT services received bottom marks in.

As you can see below, we found a wide range of ratings across the 54 tech vendors for each of the eight criteria we examined:

ProductsRelationshipsAverages

ProductsRelationshipsCompanies

Note: IT decision makers were asked to evaluate each of the criteria on a scale from very poor (1) to excellent (7). Net satisfaction equals the percentage of 6s and 7s minus the percentage of 1s, 2s, and 3s. The data snapshot includes a .pdf report and an Excel spreadsheet with data for all 54 vendors across the eight criteria.

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