2015 Research

2015 Temkin Experience Ratings of Tech Vendors

November 2015

The 2015 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors. We surveyed 800 IT decision makers from large companies on the success, effort, and emotion components of their experiences with these IT providers. IBM SPSS and Intel earned the top ratings, while Cognizant and BMC were at the other end of the spectrum with the lowest ratings. The average score this year, 59%, represents a six percentage-point increase over last year and is the highest score achieved since the ratings’ inception in 2012. Our research also shows that the Temkin Experience Ratings are strongly correlated with elements of loyalty, such as repurchasing, Net Promoter Score, innovation success, and forgiveness.

The Temkin Experience Ratings of Tech Vendors evaluates three areas of customer experiencesuccess (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). Here are links to the 2012, 2013, and 2014 Temkin Experience Ratings of Tech Vendors.

This product has a report (.pdf) and a dataset (.xls). The dataset has the details of the 2015 Temkin Experience Ratings, including all three components, for the 62 tech vendors as well as data on customers’ likelihood to repurchase from the vendors, their 2015 Temkin Forgiveness Ratings, and their 2015 Temkin Innovation Equity Quotient. It also includes a summary of the 2014 Temkin Experience Ratings, likelihood to repurchase, and Temkin Forgiveness Ratings. You can download sample of the data file (.xls).

Here are the overall results:




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