IDC Customer Satisfaction Study, 2012: Top Performers in Enterprise Software Support Services

Published by: IDC

Published: Jan. 2, 2013 - 10 Pages

Table of Contents

IDC Opinion

In This Insight

Situation Overview

Future Outlook

Survey Results

Essential Guidance

Advice for Software Support Services Buyers

Advice for Software Support Providers

Learn More

Related Research

Appendix: Survey Methodology and Demographics

Methodology

Sample Frame and Sampling Method

Respondents

Interviews

Questionnaire

Survey Schedule

Demographics

Table: Overall Satisfaction with Support Services Contract by Service Provider

Table: Average Satisfaction with Support Services Features by Service Provider

Figure: Overall Satisfaction with Support Services Contract by Service Provider

Figure: Respondents by Region

Figure: Respondents by Company Size

Abstract

This IDC Insight provides a summary of overall customer satisfaction with enterprise software support services for 12 of the largest software support providers in the industry. In 2012, IDC conducted a survey of more than 1,000 respondents worldwide to determine if IT professionals were satisfied with their current software support services providers. Survey respondents were asked about software support services experiences with up to three support providers, including satisfaction with specific support deliverables as well as overall satisfaction with software support services. For more information regarding survey methodology and demographics, please see the Appendix in the Learn More section.

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