2017 Research

2017 Temkin Experience Ratings of Tech Vendors

November 2017

The 2017 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 58 large technology vendors. We surveyed 800 IT decision-makers from large companies regarding three components – success, effort, and emotion – of their experiences with these IT providers. Here are some of the highlights:

  • Out of all the vendors we looked at, VMware, IBM software & SPSS, and Google earned the highest ratings, while ADP outsourcing, Unisys, Autodesk, and Fujitsu received the lowest.
  • When we compared this year’s results with data from the previous five Temkin Experience Ratings of Tech Vendors, we found that the average rating dropped over the past year, down from 58% in 2016 to 54% in 2017.
  • Compared with companies in the bottom quartile of the Temkin Experience Ratings, those in the upper quartile have customers who are 1.3 times more likely to repurchase from them, 2.5 times more likely to try new offerings, and 2.1 times more likely to forgive the company if it makes a mistake.
  • Companies in this upper quartile of ratings have a Net Promoter Score that’s an average of 28 points higher than their bottom quartile counterparts.
  • To improve customer experience, tech vendors will need to master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

This is the sixth year of the ratings, here are links to the 2012, 201320142015, and 2016 TxR.

This product has a report (.pdf) and a dataset (excel). The dataset has the details of the 2017 Temkin Experience Ratings, including all three components, for the 58 tech vendors as well as 31 other vendors that did not receive enough responses to be included in the report. The dataset also includes customers’ likelihood to repurchase from the vendors, their 2017 Temkin Forgiveness Ratings, and their 2017 Temkin Innovation Equity Quotient. It also includes a summary of the 2016 Temkin Experience Ratings. Net Promoter Scores are not included in the dataset, but can be found in a different report.

You can download a sample of data file (.xls)

 

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