Fifth Annual Study of IT Decision Benchmarks Net Promoter Scores and Loyalty Levels for 62 Large Tech Vendors
WABAN, Mass., Sept. 14, 2016 /PRNewswire/ — Companies often use a metric called Net Promoter® Score (NPS®) as a measure of loyalty, as it calculates the likelihood that customers will recommend a company to friends and colleagues. In a new report called Tech Vendor NPS Benchmark, 2016, Temkin Group analyzes NPS of 62 tech vendors based on feedback from 800 IT decision makers within large North American companies.
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NPS can range from a low of -100 to a high of +100. With an NPS of 61, IBM software came out with the top score followed by HPE outsourcing, IBM SPSS, and VMware. Four other tech vendors received NPS of more than 45: Oracle outsourcing, Intel, Microsoft servers, and HPE IT services.
At the other end of the spectrum, eight tech vendors have NPS below 10: Cognizant, Capgemini, Infosys, SunGard, CSC, ADP, Trend Micro, and Accenture.
This is the fifth year that Temkin Group has completed the NPS study. The average NPS dropped from 31.8 in 2015 to 29.9 this year.
"We found a wide range of Net Promoter Scores across tech vendors, and a strong connection between that metric and the loyalty of IT professionals," states Bruce Temkin, Managing Partner of Temkin Group.
In addition to benchmarking NPS, the research examines several areas of loyalty that large companies have for their tech vendors. We found that IT professionals are most likely to increase spending with Software AG and HPE outsourcing, most likely to try new offerings from IBM SPSS, IBM software, and IBM outsourcing, and are most likely to forgive HPE outsourcing and IBM SPSS.
This research can be accessed from the blog, Customer Experience Matters®, at ExperienceMatters.wordpress.com as well as from the Temkin Group 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.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience visionary 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 Emeritus Chair and co-founder 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.