Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients

We just published a new Temkin Group data snapshot: Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients. This new research highlights how IT professionals rate tech vendors in two key areas of experience: Products and relationships.

During January 2012, 800 IT professionals from companies with at least $500 million in annual revenues rated the products of and their relationships with 60 tech vendors. Some of the findings include: Intel dominates in product flexibility, Cisco leads in product features, Compuware’s product features are severely lacking, Google has a big lead in cost of ownership, Intel dominates in product flexibility, Apple leads in innovation, and Wipro is far behind in technical support.

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As you can see below, we found a wide range of ratings across the 60 tech vendors for each of the eight criteria we examined:

The data snapshot includes eight graphics that show the scores for each of the 60 tech vendors for each of these criteria. Here’s a summary of the firms with the highest and lowest average ratings:

Download report for $295
(includes spreadsheet with data)

The bottom line: Tech vendors need to improve their product and relationship experiences

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

2 thoughts on “Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients”

  1. What is the spectrum or scale used for Net satisfaction survey questions? i.e. 0-10 (eleven points) Our CX rating activities have focused on the NPS methodolgy and we would like to pull a comparitive view from this data set.

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