Two out of three respondents in CIO’s “Vendor Scorecard Survey” say that delivering on promises is the most critical attribute they look for when it comes to choosing and remaining with an IT vendor. Another 58 percent of 704 respondents say they believe that ongoing support from a vendor after that vendor implements its products and services is most essential to their loyalty.
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Fewer than 36 percent of respondents report that timeliness of deliveries is critical.
The study surveyed the CIO audience in three ways: e-mailed invitations, promotions by select e-newsletters and communication with the CIO Peer2Peer research panel. There were 704 respondents participating from March 12, 2008 and April 11, 2008. Over 65 percent of respondents were Senior IT management and 54 percent of respondents were from large companies with more than 1,000 employees, and they represented an assortment of industries—government, finance/banking/accounting, non-computer related manufacturing, education/nonprofit, business services/consultant, healthcare services/pharmaceutical/biotech and non-computer wholesaler/retailer/distributor.
Q.1: Regarding technology vendors, which of the following attributes do you consider critical when it comes to retaining your business/customer loyalty? (Select top 3 only)
Base: Involved in purchase decision in at least one category
| Total: 704 | ||
|---|---|---|
| Total | Base | |
| Delivers on promises | 67.3% | 474 |
| Ongoing support after the sale and implementation | 58.2% | 410 |
| Level of service | 43.3% | 305 |
| Understands our business | 42.5% | 299 |
| Delivers on time | 35.5% | 250 |
| Insight on technology directions | 17.5% | 123 |
| Sets realistic deadlines | 14.3% | 101 |
| Advanced notice on product/service changes | 11.1% | 78 |
Respondents assessed vendors in up to five categories, and identified the vendors with whom they had contact—vendors purchased in the past 12 months, vendors considered for purchase in the next 12 months or vendors currently being used.
