Dive Brief:
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Enterprises chose Hewlett Packard Enterprise, IBM, HP and Google as their favorite IT providers when it comes to customer experience, according to a ranking by the Temkin Group.
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The so-called Temkin Experience Ratings evaluate customer experience in three areas: success, effort and emotion.
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Tempkin surveyed 800 North American IT decision makers about 62 tech vendors. HPE outsourcing, IBM SPSS, Google and HP products led the list, all scoring 70% or higher and earning a mark of "excellent."
Dive Insight:
Various components of VMware, Dell, Microsoft, Intel and Salesforce were not far behind, scoring 65% or better. Capgemini, Infosys, and Accenture consulting were at the bottom of the list.
The overall average rating for IT providers in 2016 was 58%, just slightly lower than the 59% rating from 2015.
Experience ratings are important because it relates to loyalty, said Bruce Temkin, managing partner of the Temkin Group. The more loyalty a tech company can generate, the more likely an enterprise will make additional purchases from that company in the future, the report found.
