Report: Tech Vendor NPS Benchmark, 2016 (B2B)

September 14, 2016 4 Comments

1609_technpsbenchmark_coverWe just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years. Here’s the executive summary:

For the fifth year in a row, we examined the link between Net Promoter Scores® (NPS®) and loyalty for technology vendors. We surveyed 800 IT decision-makers from large North American firms to learn about their relationships with their technology providers. Of the 62 tech vendors we evaluated, IBM, HPE outsourcing, IBM SPSS, and VMware earned the highest NPS, while Cognizant, Capgemini, and Infosys received the lowest. Overall, the average NPS for the tech vendor industry decreased by almost 2 percentage points from last year. Our analysis shows that promoters are much more likely than detractors to increase their spending with tech vendors, try new products and services when they are announced, and forgive tech vendors after a bad experience. We also found that Software AG and HPE outsourcing are the top companies for purchase momentum, while IBM SPSS, IBM software, and IBM outsourcing have the highest Temkin Innovation Equity Quotient, and HPE outsourcing and IBM SPSS are at the top of the Temkin Forgiveness Ratings.

The report includes graphics with data for NPS, purchase intentions, likelihood to forgive, and likelihood to try a new offering. The excel spreadsheet includes this data (in more detail) for the 62 companies as well as for other tech vendors with less than 40 pieces of feedback. It also includes the summary NPS scores from 2015.

Download report for $695
(includes Excel spreadsheet with data)
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As you can see in the chart below, the NPS ranges from a high of 61 for IBM software down to  a low of -10 for Cognizant IT services.

1609_techvendornpsclear

The industry average NPS decreased to 29.9 this year. The research also includes data for Purchase Momentum (how much customers are planning to buy), Temkin Forgiveness Ratings (likelihood of customers to forgive after a bad experience), and Temkin Innovation Equity Quotient (likelihood of customer to try a new offering). We not only list the results for each company, but we also show that NPS is highly correlated to each of these items (as you can see below for Purchase Momentum).

1609_techvendornpstrendandcorrelatoin

Report details: When you purchase this research, you will receive a written report and an excel spreadsheet with more data. The report includes graphics with data for NPS, purchase momentum, Temkin Forgiveness Ratings, and Temkin Innovation Equity Quotient for the 62 tech vendors that had at least 40 pieces of feedback. The excel spreadsheet includes this data (in more detail) for the 62 companies as well as for other tech vendors with less than 40 pieces of feedback. It also includes the summary NPS scores from 2015. If you want to know more about the data file, download this SAMPLE SPREADSHEET without the data (.xls).

Download report for $695
(includes Excel spreadsheet with data)
BuyDownload3

Note: See our 2015 NPS benchmark, 2014 NPS benchmark, 2013 NPS benchmark and 2012 NPS benchmark for tech vendors as well as our page full of NPS resources.

P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

Filed under B2B CX, Benchmarks, Bruce Temkin Research, CCXP2 Voice of the Customer, Customer Insight, and Understanding, CCXP6 Metrics, Measurement, and ROI, Customer Connectedness, Net Promoter, Tech Vendors, Temkin Group Research Tagged with , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , , ,

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

4 Responses to Report: Tech Vendor NPS Benchmark, 2016 (B2B)

  1. Donna Quibell says:
    September 14, 2016 at 8:44 am

    Bruce, do you do this report to cover EMEA or the UK? I would be very interested in this.

    Reply
  2. Lisa Holett says:
    September 14, 2016 at 11:31 am

    Hi Bruce. Will you ever consider a Global survey for the Tech Industry in the future? Most tech companies are global organizations therefore studies based solely on U.S. companies are not very useful (although still appreciated – thank you!).

    Reply
    • Bruce Temkin, CCXP says:
      September 14, 2016 at 11:39 am

      Thanks for your interest in this research. We’ve considered a more global focus (and continue to consider it), but it is quite costly to do this type of research at a global scale (and meet our research standards).

      Reply

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