Survey of 800 IT Decision Makers Identifies NPS and Loyalty Levels for 54 Large Tech Vendors
WABAN, Mass., May 29, 2013 /PRNewswire/ — Companies often use a metric called Net Promoter Score® (NPS®), which can range from -100 to +100, as a measure of their relationship with customers. In a new report called Tech Vendor NPS Benchmark, 2013, Temkin Group analyzes NPS of 54 tech vendors based on feedback from large companies.
With an NPS of 47, VMWare came out with the top score followed closely by SAP analytics with 45. Eight other tech vendors received NPS of more than 30: Microsoft business applications, Microsoft desktop applications, Microsoft servers, IBM SPSS, Dell IT services, Intel, Oracle business applications, and EMC. At the other end of the spectrum, four tech vendors have negative NPS: CSC IT services, Infosys IT services, Alcatel-Lucent, and Deloitte consulting.
This is the second year that Temkin Group has completed the NPS study. Over that time, the average NPS in the tech industry dropped from 33.6 in 2012 to 24.7 in 2013.
"We found a wide range of Net Promoter Scores across tech vendors, but it was disappointing to see the overall drop in the tech industry," states Bruce Temkin, Managing Partner of Temkin Group.
Temkin Group's study was based on a survey of 802 IT decision makers within North American companies that have at least $500 million in annual revenues. The research examined NPS as well as loyalty that large companies have for their tech vendors. The research shows that Oracle consulting and VMWare clients have the strongest purchase intentions, SAP analytics and Sybase have earned the most forgiveness from clients, and VMWare and SAP analytics have built up the most innovation equity.
NPS characterizes respondents as Promoters when they are very likely to recommend and Detractors when they are very unlikely to recommend. The report shows that promoters are more than six times likely to forgive a tech vendor if they deliver a bad experience, almost six times as likely to try a new offering from the company, and more than three times as likely to purchase more from them in 2013.
This results 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 to Email.
About Bruce Temkin:Bruce Temkin is widely recognized as a customer experience thought leader 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 co-founder and Chair 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.