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."
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