Top Performers in Software Support Services

Abstract

This IDC study presents results from IDC' s 2007

Software Support Services Customer Satisfaction Survey. The survey examines software support services for 12 specific software vendors, and key topics include a comparative analysis of customer usage and satisfaction for software support in general and for vendor-specific software support in particular. In addition, IDC identifies the top 5 performers in overall customer satisfaction (in alphabetical order).

"There were significant differences in satisfaction, importance, and frequency of use rankings when comparing software support services in general with software support delivered from a specific vendor," says Elaina Stergiades, senior analyst in Software Support Services. "In addition, our survey found that in terms of overall satisfaction, it was more important to prevent extremely negative ratings than to rank very highly - in essence, four Bs is better than three As and a C."