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NEW DELHI
FEBRUARY 5, 2007
A nation-wide annual Customer Satisfaction Audit among 584 Chief Information
Officers (CIOs) shows that the satisfaction level of CIOs with vendors in every
IT category has gone down. There is a drop of two to three points from the
satisfaction levels registered in the previous year.
The audit conducted by the leading IT industry publication, Dataquest, a
CyberMedia publication, is based on a survey of 584 CIOs of large enterprises
from ET 500 and BS 1000 lists, conducted by research firm IDC India.
The enterprise business is a critical half of the domestic IT market in
India, a market expected to be over $16.5 billion (nearly Rs 75,000 crore) in
2006-07.
The survey points to a lack of clarity in pricing, declining credit terms,
irregularity in providing spare parts and in some cases even the expertise of
the vendor service teams to solve problems are the common grudges CIOs have
against vendors.
Sharing details of the 5th Dataquest Annual Customer Satisfaction Audit,
Prasanto K Roy, Chief Editor of Dataquest said, "CIO expectations are
rising rapidly. They're looking for quick delivery, and ready to deploy hardware
and solutions. Whatever the vendors have done in a tough, competitive
environment, it isn't enough." However, he adds that customer
dissatisfaction is a fact of this competitive world and its measure is a great
benchmark for businesses.
The survey covered large enterprises across manufacturing, governments,
banking finance and insurance, IT and education sector in ten cities. The survey
covered desktops, laptops, servers, enterprise applications, integrated and
outsourced IT services and networking products.
In all the categories, product or service quality and after sales service or
support emerged as the two most important derivatives of satisfaction.
In the desktop vendors category, the top three vendors in terms of customer
satisfaction were HP-Compaq, Wipro and HCL. The players who slipped the most
included previous year's Top 2 players IBM/Lenovo dropping from No. 1 to No. 5
due to lower credit period and installation issues and Zenith which dropped from
No. 2 to No. 7 due to issues with delivery, problem-solving and pricing clarity.
The Lenovo/IBM laptops remain the favorites among most CIOs having retained
its No. 1 position it grabbed in 2006 survey. HP-Compaq and Acer laptops
retained the No. 2 and 3 slots. The growing IT-BPO sector, that is witnessing
large-scale adoption of laptops, is particularly sore with most vendors due to
both delivery as well as post sales service dissatisfaction.
The installed base of laptop computers in India is placed at about 1.9
million compared to 20.3 million desktop computers. This translates into a PC
penetration of 22 computers per 1000 Indians.
In the large servers category (servers are computer systems that provide
services to other computers) the CIOs have voted for IBM, HP-Compaq and HCL as
their Top 3 choices.
Networking vendors were included for the first time in the Dataquest Customer
Satisfaction Audit. Here Cisco emerged as the winner followed by D-Link/Foundry
and Nortel.
In the enterprise applications category covering Enterprise Resource Planning
(ERP), Customer Relationship Management (CRM) and Supply Chain Management (SCM),
the CIOs chose SAP, Oracle and Microsoft Business Solutions as the Top 3
applications.
In the IT Services arena, the Top 3 suppliers ranked on customer satisfaction
were, HCL Comnet, Wipro and HP Services. Page(s) 1
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