VMware and Microsoft Earn Top CX Ratings

We just published a Temkin Group report 2014 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 802 IT decision makers from large North American firms.

VMware topped the list followed by two Microsoft units (servers and business applications). Other companies in the top 10 include EDS (part of HP), Oracle outsourcing, Microsoft desktop software, Sun Microsystems, Oracle business applications and database software, and IBM SPSS.

The five lowest rated tech vendors are Wipro, Cognizant, Hitachi, ADP outsourcing, and Autodesk.

The Temkin Experience Ratings examine the three fundamental components to a customer's experience:

• Success (formerly functional): Degree to which customers can accomplish their goals
• Effort (formerly accessible): The difficulty or ease in accomplishing their goals
• Emotion (formerly emotional): How the interaction makes customers feel

Here are some other highlights from the research:

• The average rating dropped slightly from 53% in 2013 to 52% in 2014, with the effort component declining the most.
• VMware is the only firm that placed in the top five for each of the three components of the ratings, and Wipro is the only firm that place in the bottom five for all three components.
• Companies in the upper quartile of the 2014 Temkin Experience Ratings for Tech Vendors have a 15-point advantage over those in the bottom quartile in the percentage of clients who are likely to repurchase.
• Vendors in the upper quartile of the ratings have an average Net Promoter? Score more than 24-points higher than those in the bottom quartile.