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 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:

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