VMware Earns 'Excellent' Rating in 2013 Temkin Experience Ratings for Tech Vendors

Virtualization specialist VMware was the only technology vendor that has earned an “excellent” rating in the 2013 Temkin Experience Ratings for Tech Vendors, a survey that rates the customer experience of 54 large technology vendors.

The ranking was based on the feedback from 802 IT decision makers within North American companies that have at least $500 million in annual revenues in April 2013.

VMware and SAP analytics topped the rankings, followed by thee Microsoft (News - Alert) units that include servers, business applications and desktop software.

Well-known companies that fell to the bottom of the list include Trend Micro, Tata Consulting Services, and Hitachi (News - Alert).

The Temkin Experience Ratings for Tech Vendors evaluates three areas of customer experience: functional, accessible and emotional. The functional area assesses whether customers achieve what they can do. The accessible area assesses how easy it is for customer to do what they want to do. The emotional area assesses how customers feel about their interaction.

VMware and SAP analytics  have topped all three components of the ratings, Temkin said.

In this report, Temkin notes that the average experience rating for Tech Vendors has dropped from 58 percent in 2012 year to 52 percent this year. The largest decline was experienced in the functional component. Also, 17 vendors earned a “very poor” rating.

While analyzing the relationship between customer experience and customer loyalty, the research found a high correlation between technology vendors’ customer experience rating and their purchasing momentum and innovation equity.  

“Our research shows that customer experience from tech vendors is strongly related to the loyalty of their enterprise customers,” states Bruce Temkin, managing partner of Temkin Group.

While Oracle’s (News - Alert) outsourcing services has the highest purchase momentum, VMware has the highest innovation equity.

VMware, NetApp, and SAP analytics followed Oracle in purchase momentum, while Pitney Bowes, Trend Micro, and Deloitte (News - Alert) consulting were pushed to the bottom of the list for purchase momentum.

Vendors that followed VMware in innovation equity include SAP analytics, IBM SPSS, and Apple. Tech vendors that were pushed to the bottom of the list, with equity scores below 30 percent, include Accenture consulting, Intuit (News - Alert), Deloitte consulting, Alcatel-Lucent, Pitney Bowes, and Infosys IT services.