According to a new report that rates technology vendors, Intel, Google and HP deliver the best products and have the best relationships with their customers.
Temkin Group’s ‘Product and Relationship Satisfaction of IT Clients 2016’ rates 62 technology vendors on satisfaction as well as products and services based on feedback from 800 IT decision makers within large organisations.
Tech vendors earned the highest satisfaction level for innovation (64%) and the lowest for cost of ownership (56%), according t othe report.
Five tech vendors earned satisfaction levels of 70% or more across the eight areas: Intel (74%), Google (73%), HP outsourcing (73%), IBM SPSS (71%), and Apple (70%).
At the other end of the spectrum, three vendors earned average satisfaction levels below 50%: Cognizant (49%), Sage (49%), and Unisys (46%).
Over the previous year satisfaction levels increased across all eight dimensions, the report shows, and the overall average satisfaction increased from 55% to 61%.
The largest improvement was in product/service quality (+11 percentage-points) and the smallest increase was in cost of ownership (+1 point).
"It's great to see the tech industry getting better in serving its enterprise clients," says Bruce Temkin, Temkin Group managing partner.
Here are the leaders across the four areas of product and service satisfaction:
Features: With a rating of 79% in product features, Intel is two percentage points higher than the next company, Google.
Quality: With a rating of 74% in product quality, Apple and IBM IT services are one percentage point higher than the next companies, Intel, Google, and Cognizant outsourcing.
Flexibility: Google's rating of 73% in product flexibility outpaces second place HP outsourcing by one percentage point.
Ease of use: With an average rating of 78% in product ease of use, NetApp is three percentage points higher than the next company, Intel.
Here are the leaders across the four areas of relationship satisfaction:
Tech support: With a rating of 76% in tech support, HP outsourcing is one percentage point higher than the next company, Intel.
Account team support: With a rating of 76% in account team support, Intel is three percentage points higher than the next company, Nuance.
Cost of ownership: With a rating of 76% in cost of ownership, HP outsourcing is three percentage points higher than the next company, IBM SPSS.
Innovation: With a rating of 80% in innovation, Google is one percentage point higher than the next company, Intel.