A new research report published by the Temkin Group (http://www.temkingroup.com), "Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients," rates the experiences delivered by 60 large technology providers.
The research, which is based on a survey of 800 IT professionals from companies with at least US$500 million in annual sales, examines how large enterprises rate IT vendors' products and relationships. Looking across the two key areas, products and relationships, Intel, Apple, and Cisco earned the highest average ratings.
While the average rating across all 60 tech vendors was 50%, eight vendors fell below 40%: Compuware, Wipro, Capgemini, Tata Consulting Services, Unisys, Novell, Qualcomm, and SunGard.
"The research uncovered a wide range of experience delivered by tech vendors when it comes to both products and relationships," states Bruce Temkin, author of the report and managing partner of the Temkin Group.
To evaluate the relationship experience provided by tech vendors, Temkin Group asked IT professionals to rate the companies in four areas: cost of ownership, innovation, account team support, and technical support. The vendors with the highest relationship ratings are Intel, Apple, Cisco, Google, Microsoft servers, and IBM IT services. The tech vendors that received the lowest relationship ratings are Compuware, Wipro, and Unisys.
To evaluate the product experience provided by tech vendors, Temkin Group asked IT professionals to rate the companies in four areas: ease of use, features, flexibility, and quality. The vendors with the highest product ratings are Intel, Apple, Cisco, Microsoft business applications, Microsoft desktop software, Microsoft servers, Google, Oracle database software, Oracle business applications, and VMWare. The tech vendors that received the lowest product ratings are Compuware, Capgemini, and Wipro.
Highlights from the eight evaluation criteria:
° When it comes to cost of ownership, two tech vendors received ratings of 60% or higher: Google and Intel.
° When it comes to innovation, 16 tech vendors received ratings of 60% or higher, while four were above 70%: Apple, Intel, Cisco, and Google.
° When it comes to account team support, seven tech vendors received ratings of 60% or higher, led by Apple, Intel, and Cisco.
° When it comes to technical support, nine tech vendors received ratings of 60% or higher and only Intel is above 70%.
° When it comes to product ease-of-use,13 tech vendors received ratings of 60% or higher and two are above 70%: Intel and Apple.
° When it comes to product features, 17 tech vendors received ratings of 60% or higher and two are above 70%: Cisco and Intel.
° When it comes to product flexibility, 12 tech vendors received ratings of 60% or higher and only Intel is above 70%.
° When it comes too product quality, 17 tech vendors received ratings of 60% or higher and four are above 70%: Intel, Apple, Cisco, and Adobe.
