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VMware, IBM, and DellEMC Are Most Likely To Be Recommended By IT Professionals, According to New Temkin Group Research

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 & Loyalty Benchmark, 2018, Temkin Group analyzes NPS of 61 tech vendors based on feedback from 800 IT decision makers within large North American companies.

NPS can range from a low of -100 to a high of +100. With an NPS of 51, VMware came out with the top score, followed by IBM software and DellEMC at 41.

At the other end of the spectrum, four tech vendors have NPS below -5: Check Point, Splunk, Alcatel-Lucent, Unisys, and Fujitsu.

This is the seventh year that Temkin Group has completed the NPS study. The average NPS dropped slightly from 21.4 last year to 21.2 this year.

"We found a wide range of Net Promoter Scores across tech vendors, and a high correlation between that metric and the loyalty of IT professionals," states Bruce Temkin, Managing Partner of Temkin Group.

The research also shows that NPS is strongly correlated to many different areas of loyalty, including large companies' willingness to spend more with tech vendors, try their new products and services, forgive them after a bad experience, and act as a reference for them with prospective clients.

In addition to examining NPS, the research also provides a benchmark of several areas of loyalty. When it comes to loyalty, IT decision-makers are most likely to purchase more from DellEMC and Microsoft server software, try new offerings from Oracle outsourcing and Dell outsourcing, forgive Oracle outsourcing and Micro Focus if they make a mistake, and act as a reference for AWS and IBM outsourcing.

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.

Published Tuesday, September 11, 2018 7:58 AM by David Marshall
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