Fourth Annual Study of IT Decision Makers Identifies NPS and Loyalty Levels for 62 Large Tech Vendors
WABAN, Mass., Sept. 16, 2015 /PRNewswire/ — Companies often use a metric called Net Promoter® Score (NPS®) as a measure of loyalty, as it calculates the likelihood that customers will recommend a company to friends and colleagues. In a new report called Tech Vendor NPS Benchmark, 2015, Temkin Group analyzes NPS of 62 tech vendors based on feedback from 800 IT decision makers within large North American companies.
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NPS can range from a low of -100 to a high of +100. With an NPS of 57, SAS Institute came out with the top score followed by HP outsourcing and Intel with 52. Five other tech vendors received NPS of 45 or more: Microsoft desktop software, Microsoft servers, IBM SPSS, IBM outsourcing, and VMware.
At the other end of the spectrum, five tech vendors have NPS below 10: Accenture consulting, CA Technologies, Hitachi, Wipro IT services & outsourcing, and Deloitte consulting & outsourcing.
This is the fourth year that Temkin Group has completed the NPS study. After two years of decline, the average NPS in the tech industry increased from 23.1 in 2014 to 31.8 this year.
"We found a wide range of Net Promoter Scores across tech vendors, but it was great to see the industry showing overall improvement after the previous two years of decline," states Bruce Temkin, Managing Partner of Temkin Group.
In addition to benchmarking NPS, the research examines several areas of loyalty that large companies have for their tech vendors. The IT decision makers are the most likely to purchase more from SAS Institute and Cognizant outsourcing, most likely to try new offerings from IBM SPSS and Intel, and most likely to forgive HP outsourcing and Intel. The research shows a very high correlation between NPS and these areas of loyalty.
This research can be accessed from the blog, Customer Experience Matters®, at ExperienceMatters.wordpress.com as well as from the Temkin Group website, www.TemkinGroup.com.
For more information about Temkin Group, visit www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience visionary and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the author of a very popular blog, Customer Experience Matters (ExperienceMatters.wordpress.com). Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.
Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.
Customer Experience Matters is a registered trademark of Temkin Group.