IT customer satisfaction running low
28.10.2002

Customer satisfaction amongst the tech buying public is running at a worryingly low rate according to a study from Walker Information. The firm polled more than 2,000 tech buying decision makers and found that more than 50% were unhappy with their current vendor relationships. The 2002 National Customer Benchmark Study from Walker found that less than 45% of tech buyers are happy with their suppliers. 29% of those polled said that they felt trapped with their current suppliers and, although they will continue to do business with them, they wouldn't if they could see an easy way out.

21% of those polled are so appalled with the level of non-technical servicesfrom vendors, that they plan to cut the relationship short. They are deeply unhappy and will get out of the deal as soon as they possibly can. It seems, and indeed Walker Information conclude, that there are some serious problems with vendor customer relationship management. Another way of looking at it, of course, is that there are some serious opportunities for a vendor that can deliver a level of service consistent with customer expectations.

Despite the fact that many end user customers are unhappy with their technology vendor relationship, they do see value in these relationships. 54% of those polled said that they can see the value proposition from the vendor companies. 80% in fact are very satisfied with the companies and the products they tout, rating them as either excellent or very good. Presumably, however, when it comes to engagements this public perception façade quickly disappears. Interestingly though, it depends on the size of the company as to how well received the vendor relationships are. Smaller firms, with less than 1,000 employees, tend to view their tech investments as a stronger proposition than those from larger organisations. But overall there appears to be a feeling that the end users are very much at the mercy of the vendors.