In our Q3 2017 tech vendor study, we asked 800 IT decision makers in large North American companies if they would be willing to be references for the vendors that they use. As you can see in the chart below, Apple leads the pack with 48% of its clients saying that they’d act as a reference. At the other end of the spectrum, only 11% of Alcatel-Lucent clients would be willing to be a reference.
We also looked at the connection between referenceability and the Temkin Experience Ratings (TxR) for Tech Vendors. Take a look at the second chart, where you can see that:
- There’s a high correlation (R=0.65) between customer experience (TxR) and referenceability.
- Two vendors are outliers in terms of having a higher level of referenceability than their TxR would suggest: Capgemini (+19 %-points) and Apple (+16 %-points).
- Two vendors are outliers in terms of having a lower level of referenceability than their TxR would suggest: Hitachi (-14 %-points) and Alcatel-Lucent (-13 %-points).
- We only included tech vendors that had at least 40 client responses.
- After having IT decision makers select the tech vendors they use, we asked them this question: For which of the following vendors would you be willing to act as a reference, and speak with their prospective clients?