How IT Professionals Share Feedback About Vendors

IT professionals regularly have good and bad experiences with their tech vendors. But what do they do after those interactions? We asked that question to 800 IT professionals from companies with at least $500 million of annual revenues. Here’s what we found…

As you can see in the graphic:

  • IT pros share as many of their their good experiences as they do their bad experiences
  • Traditional communications channels dominate the communications
  • About one in four or five IT pros share their experiences on Facebook, Twitter
  • Less than half of IT pros provide feedback directly to the tech vendor

The bottom line: IT professionals actively discuss their experiences, but not always with vendors

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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