IT Companies Slipping on Trust

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Information technology companies are losing the trust and goodwill of corporate America, according to a survey of IT purchasers from direct marketing agency Wunderman.


Survey results, part of the Wunderman Brand Experience/Scorecard, show the average trust score based on rankings of the leading 50 IT suppliers was only 50 out of 100 points.


"The No. 1 insight we found is that IT decision makers are remarkably dissatisfied and unimpressed with IT providers, in general," Wunderman chief client development officer Barry Kessel said in a statement. "These results were based on real experiences that IT professionals had when dealing with these companies, not just their perceptions or attitudes about brands."


That said, survey respondents thought Dell Inc. surpassed Cisco Systems in delivering the best overall experience. Cisco and Microsoft Corp. were said to have much stronger industry leadership attributes, but Dell had the top overall rating for service and support among all brands.


In other findings, the survey revealed that only one-quarter of the respondents rated the IT supplier experience as customer-centric.


Wunderman's study analyzed 800-plus decision makers' experiences with IT suppliers including Microsoft, Hewlett-Packard Co., Sun Microsystems, Oracle, Sybase, Symantec, SAP, EMC and Dell. The study was conducted using the Millward Brown IntelliQuest Technology Panel.


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