A recent International Data Corporation (IDC) survey of more than 1,000 IT professionals worldwide found a high level of satisfaction with the software support services offered by five of the largest enterprise application vendors. The small differences in the average satisfaction scores among these vendors indicate that software support services remains a highly competitive market.
Software support services play an important role in maximizing the performance and reliability of the mission-critical applications that most enterprises have come to rely on for their day-to-day operations. Yet organizations often underestimate the importance of support services when evaluating which applications to purchase and implement.
Most enterprise software vendors recognize that the customer support experience is a crucial element of client satisfaction and retention. To meet the varying needs of their customers, support providers typically offer at least three levels of support services – and some offer significantly more than that.
When the survey's average overall satisfaction scores were ranked, HP came out on top followed by Microsoft, Oracle, SAP and IBM. The vendors that ranked highest in overall satisfaction also received higher satisfaction scores for the individual features of their support services offering.
More information on Support Services can be found at www.SupportIndustry.com
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