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VMware, IBM Software, IBM SPSS, and Google Earn Highest Customer Experience Ratings for Enterprise IT, According to New Temkin Group Research

Survey of 800 IT Decision Makers Fuels Temkin Experience Ratings of Tech Vendors, and Also Shows Correlation Between Customer Experience and Loyalty

WABAN, Mass., Nov. 14, 2017 /PRNewswire/ -- Temkin Group recently published its sixth annual Temkin Experience Ratings of Tech Vendors which rates the customer experience of 58 large technology vendors based on feedback from 800 IT decision makers within large North American organizations. The research also shows the connection between customer experience and loyalty in the tech sector.

VMware earned the top score of 69% in the Temkin Experience Ratings (TxR), followed by IBM software (67%), IBM SPSS (67%), Google (65%). Oracle outsourcing (64%), and Microsoft servers (64%). The tech vendors at the bottom of the TxR are Fujitsu (29%), Autodesk (34%), Unisys (36%), ADP (36%), Capgemini (39%), and Ericsson (39%).

The average TxR across all of the tech vendors this year is 54%, which is a drop from 58% the 2016 TxR.

"Customer experience is a critical component for building loyalty with enterprise IT clients, and it remains an underserved opportunity for improvement across the industry," states Bruce Temkin, Managing Partner of Temkin Group.

The Temkin Experience Ratings evaluates three areas of customer experience: success (can customers achieve their goals), effort (how easy is it for customers to do what they want to do), and emotion (how do customers feel about their interaction).

In the research report, 2017 Temkin Experience Ratings of Tech Vendors, Temkin Group also examines the relationship between customer experience and customer loyalty. The analysis shows a high correlation between technology vendors' TxR and a number of areas of loyalty. Here are some findings in the research:

  • Compared with companies in the bottom quartile of the TxR, 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 TxR have a Net Promoter® Score that's an average of 28 points higher than their bottom quartile counterparts.

To see the full ratings or to download the research report and dataset, visit the blog, Customer Experience Matters, at ExperienceMatters.wordpress.com or the Temkin Group's 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, consulting, and training 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. 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 protected].

About Bruce Temkin: Bruce is widely recognized as a customer experience visionary and is Managing Partner of Temkin Group. He is also the author of a very popular blog, Customer Experience Matters®. Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years where he was the most-read analyst for 13 consecutive quarters. Bruce is a highly demanded speaker and regularly quoted in the press. He is also the co-founder and Emeritus Chair of the Customer Experience Professionals Association.

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.

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SOURCE Temkin Group

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