Report: 2017 Temkin Experience Ratings of Tech Vendors

Temkin Experience Ratings of Tech Vendors Benchmarks Customer ExperienceWe just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 201320142015, and 2016 ratings.

Here is the executive summary of the report:

The 2017 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 58 large technology vendors. We surveyed 800 IT decision-makers from large companies regarding three components – success, effort, and emotion – of their experiences with these IT providers. Here are some of the highlights:

  • Out of all the vendors we looked at, VMware, IBM software & IBM SPSS, and Google earned the highest ratings, while ADP outsourcing, Unisys, Autodesk, and Fujitsu received the lowest.
  • When we compared this year’s results with data from the previous five Temkin Experience Ratings of Tech Vendors, we found that the average rating dropped over the past year, down from 58% in 2016 to 54% in 2017.
  • Compared with companies in the bottom quartile of the Temkin Experience Ratings, 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 ratings have a Net Promoter Score that’s an average of 28 points higher than their bottom quartile counterparts.
  • To improve customer experience, tech vendors will need to master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

Download for $695, includes report (.pdf) and data file (.xls)
[Download sample of data file (.xls)]
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The Temkin Experience Ratings of Tech Vendors evaluates three areas of customer experience: success (can customers achieve what they want to do), effort (how easy is it for customers to do what they want to do), and emotion (how do customers feel about their interaction). Here are the overall results:


Report Outline:

  • VMware, IBM software & SPSS, and Google Earn Top Spots
    • Temkin Experience Ratings Results
  • Customer Experience Correlates to Loyalty
  • Calculating the Temkin Experience Ratings
  • The Path to Customer Experience Excellence

 

Figures in the Report:

  1. The Temkin Experience Ratings for Tech VendorsIs Based on Three Components of Experience
  2. 2017 Temkin Experience Ratings of Tech Vendors
  3. Top Half of Companies in the 2017 Temkin Experience Ratings of Tech Vendors
  4. Bottom Half of Companies in the 2017 Temkin Experience Ratings of Tech Vendors
  5. Range of Temkin Experience RatingsComponent Scores
  6. Temkin Experience Ratings(TxR) Component Scores, 2012 to 2017
  7. Temkin Experience RatingsVersus Likelihood to Repurchase
  8. Temkin Experience RatingsVersus Net Promoter Score
  9. Loyalty Across Quartiles of Temkin Experience Ratings
  10. Calculating the Temkin Experience Ratings
  11. Customer Experience Competencies and Maturity
  12. Temkin Group Customer Experience Competency & Maturity Assessment

This product has a report (.pdf) and a dataset (excel). The dataset has the details of the 2017 Temkin Experience Ratings, including all three components, for the 58 tech vendors as well as 31 other vendors that did not receive enough responses to be included in the report. The dataset also includes customers’ likelihood to repurchase from the vendors, their 2017 Temkin Forgiveness Ratings, and their 2017 Temkin Innovation Equity Quotient. It also includes a summary of the 2016 Temkin Experience Ratings. Net Promoter Scores are not included in the dataset, but can be found in a different report.

Download for $695, includes report (.pdf) and data file (.xls)
[Download sample of data file (.xls)]
BuyDownload3

Note: VMware has earned the industry leader badge and IBM software, IBM SPSS, Google, Oracle outsourcing, and Microsoft servers have earned the rights to display the top 10% badge (subject to Temkin Group’s citation policy).

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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