Tech Vendors Earn Loyalty By Being Easy to Work With

We’ve done a number of studies of the IT industry, including Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients, 20132013 Temkin Experience Ratings of Tech Vendors, and Tech Vendor NPS Benchmark, 2013. I examined data across these studies to analyze how being easy to work with affects loyalty.

I analyzed feedback from more than 800 IT professionals who collectively provided more than 9,000 pieces of feedback on tech vendors. As you can see in the figure below, IT buyers are more loyal when tech vendors are easy to work with.

1311_ITEasyLoyaltyI examined three measures of loyalty of IT decision makers to different tech vendors based on how the IT pros rated the tech vendor’s easiness to work with (on a seven point scale). Here’s some of what we found:

  • Across all three measures, there’s a clear uptick in loyalty between a “4” and “5” on the easiness scale and loyalty continues to increase with every increased level of easiness.
  • The percent of IT buyers who plan to spend more with tech vendors ranges from 4% for the vendors that are most difficult to work with to 55% of tech vendors that are easiest to work with (almost 14x).
  • The percent of IT buyers who are willing to try a new product or service from a tech vendors ranges from 7% for the vendors that are most difficult to work with to 70% of tech vendors that are easiest to work with (10x).
  • Net Promoter Scores from IT decision makers range from -72 for the vendors that are most difficult to work with to +79 of tech vendors that are easiest to work with (NPS gap of 151).

The bottom line: IT professionals prefer tech vendors that are easier to work with

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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