Dive Brief:
- HP Outsourcing has the highest Net Promoter (NPS) score among IT service providers, according to a 2015 analysis of NPS scores published by the Temkin Group.
- A company’s NPS is considered a measure of customer loyalty and some say may be an indicator of corporate growth, CIO reported.
- The highest scorers in addition to HP were the SAS Institute, IBM Global Services, Oracle Outsourcing, and Dell Outsourcing.
Dive Insight:
HP and IBM Global Services have had consistently high NPS results for several years, said Bruce Temkin, managing partner of the Temkin Group. Accenture Consulting had the lowest NPS score, followed by CA Technologies, Hitachi, Wipro and Deloitte, which all had NPS scores below 10.
Overall, the scores for IT vendors improved to an average of 31.8 in 2015.
The Temkin group also surveyed 800 IT decision-makers from large North American firms to determine if there is a link between NPS and customer loyalty and other aspects of a good customer experience.
“We often find a strong correlation between NPS and satisfaction if the satisfaction score is calculated in a similar manner to the NPS score. What's a more telling question is whether or not NPS correlates to customer loyalty,” said Temkin.
