Most Frequently Voted Excellent or Poor
By CIOinsight | Posted 11-14-2007Vendor Value Survey: Top Ten Charts
Additional quick peeks at the biggest winners and losers in the Vendor Value survey:
Although our ratings report the percentages who rate a vendor as either "excellent" or "good," the respondents are given four choices: "excellent," "good," "fair" and "poor". This is the one set of charts in our survey that reveals who received the highest percentage of "excellent" votes, and who was rated "poor" most frequently. Click here to see which ten vendors received the most kudos, and which ten are cellar dwellers.
Our "Value" ratings examine how well vendors meet their customers' expectations for increasing revenues, lowering costs, solving business problems, and delivering ROI. "Reliability" ratings indicate what it's like to work with a vendor: meeting commitments, flexibility and meeting quality expectations. This chart provides a quick summary of the ten vendors that do best in each category.
Each year, respondents are asked which vendors they would willingly continue to do business with, and which ones they'd drop if they could.
A convenient listing of all 38 vendors' overall scores, and how much they improved (or declined) since last year. The good news: the ratio of companies that improved to those that declined is two to one.
Most Frequently Voted Excellent or Poor
Most Frequently Voted Excellent or Poor
These numbers reveal which companies are doing especially well by customers and which are doing especially poorly. The same five companies top the "excellent" lists, with Google displacing Apple to emerge No. 1. Apple's customers recorded a dropoff of five points or more. Also noteworthy: Despite all the security problems companies are facing, three security software companies--Check Point, McAfee and VeriSign--received enough excellent marks to make the lists. As for "poor ratings," the good news here is that the average "poor" scores for the firms on those lists declined by three or four percentage points. Accenture, which ranked lowest in this year's survey, also fared worst here.
Companies with Highest Percentage of Excellent Ratings
| Overall | ||
|---|---|---|
| Rank | Vendor | Score |
| 1 | Googleâ | 33% |
| 2 | Apple | 30% |
| 3 | Cisco Systems | 27% |
| 3 | Adobeâ | 27% |
| 5 | Red Hat | 26% |
| 6 | McAfee | 25% |
| 7 | Research in Motion | 24% |
| 7 | Hewlett Packard | 24% |
| 9 | Dell | 22% |
| 9 | Check Point Software | 22% |
| 9 | VeriSign | 22% |
â Not in 2006 vendor value survey
| Value | ||
|---|---|---|
| Rank | Vendor | Score |
| 1 | Googleâ | 35% |
| 2 | Apple | 29% |
| 3 | Red Hat | 27% |
| 4 | Adobeâ | 26% |
| 4 | Cisco Systems | 26% |
| 6 | McAfee | 25% |
| 6 | Research in Motion | 25% |
| 8 | Hewlett Packard | 23% |
| 9 | Check Point Software | 22% |
| 9 | Dell | 22% |
â Not in 2006 vendor value survey
| Reliability | ||
|---|---|---|
| Rank | Vendor | Score |
| 1 | Googleâ | 31% |
| 2 | Apple | 30% |
| 3 | Cisco Systems | 29% |
| 4 | Adobeâ | 28% |
| 5 | Hewlett Packard | 25% |
| 5 | McAfee | 25% |
| 5 | Red Hat | 25% |
| 8 | Research in Motion | 23% |
| 8 | Dell | 23% |
| 10 | Check Point Software | 22% |
| 10 | VeriSign | 22% |
â Not in 2006 vendor value survey
Companies with Highest Percentage of Poor Ratings
| Overall | ||
|---|---|---|
| Rank | Vendor | Score |
| 1 | Accenture | 20% |
| 2 | Qwest Communications | 15% |
| 3 | CA | 14% |
| 3 | Sprint Nextel | 14% |
| 5 | AT&T (including Cingular) | 13% |
| 5 | Oracle (including Hyperion) | 13% |
| 7 | Deloitteâ | 12% |
| 7 | Verizon Communications | 12% |
| 9 | SunGard | 11% |
| 10 | Cognos | 10% |
| 10 | MicroSoft | 10% |
â Not in 2006 vendor value survey
| Value | ||
|---|---|---|
| Rank | Vendor | Score |
| 1 | Accenture | 21% |
| 2 | CA | 14% |
| 2 | Oracle (including Hyperion) | 14% |
| 2 | Qwest Communications | 14% |
| 5 | SunGard | 13% |
| 5 | AT&T (including Cingular) | 13% |
| 7 | Deloitteâ | 12% |
| 7 | Sprint Nextel | 12% |
| 9 | Cognos | 11% |
| 10 | MicroSoft | 10% |
| 10 | Verizon Communications | 10% |
â Not in 2006 vendor value survey
| Reliability | ||
|---|---|---|
| Rank | Vendor | Score |
| 1 | Accenture | 18% |
| 2 | Qwest Communications | 17% |
| 3 | Sprint Nextel | 16% |
| 4 | CA | 15% |
| 5 | AT&T (including Cingular) | 14% |
| 5 | Verizon Communications | 14% |
| 7 | Deloitteâ | 11% |
| 7 | MicroSoft | 11% |
| 7 | Oracle (including Hyperion) | 11% |
| 7 | Palm | 11% |
â Not in 2006 vendor value survey
Best at Value and Reliability
Best at Value and Reliability
It's hard to beat free--which explains why Google, with its free search engine and tools, rises to the top for value. What's remarkable is that the other top 10 vendors come so close.
Value: Average of ratings for increasing revenues and lowering costs as expected, solving the business problem paid to solve, and meeting ROI expectations. Reliability: Average of ratings for meeting commitments on time and on budget, being flexible and responsive, and meeting respondents' quality expectations.
| Value Top Top 10* | ||
|---|---|---|
| Rank | Vendor | Score |
| 1 | 80% | |
| 1 | Red Hat | 80% |
| 3 | VeriSign | 79% |
| 4 | Hewlett Packard | 78% |
| 4 | Research in Motion | 78% |
| 6 | Citrix Systems | 76% |
| 6 | Dell | 76% |
| 6 | McAfee | 76% |
| 9 | Check Point Software | 75% |
| 9 | Trend Micro | 75% |
*Percentage of IT executives rating vendor as excellent or good.
| Reliability Top 10* | ||
|---|---|---|
| Rank | Vendor | Score |
| 1 | Check Point Software | 80% |
| 1 | Hewlett Packard | 80% |
| 1 | Red Hat | 80% |
| 1 | VeriSign | 80% |
| 5 | Cisco Systems | 79% |
| 6 | 78% | |
| 7 | Adobe | 76% |
| 7 | Citrix Systems | 76% |
| 7 | Dell | 76% |
| 7 | Trend Micro | 76% |
*Percentage of IT executives rating vendor as excellent or good.
Best and Worst Customer Loyalty
Best and Worst at Customer Loyalty
Customer loyalty is rising. The average loyalty score for all companies we surveyed rose to 84 percent, the highest since 2003. Last year, only five firms earned loyalty grades of 90 percent or higher; this year, 11 companies did. Loyalty leader Red Hat score gained seven points; Accenture scored lowest again.
| % Yes | ||
|---|---|---|
| Rank | Vendor | Score |
| 1 | Red Hat | 97% |
| 2 | Cisco Systems | 95% |
| 2 | Googleâ | 95% |
| 4 | Check Point Software | 94% |
| 4 | VeriSign | 94% |
| 6 | Citrix Systems | 93% |
| 6 | Research in Motion | 93% |
| 8 | Hewlett Packard | 92% |
| 8 | Trend Micro | 92% |
| 10 | Adobeâ | 91% |
| 10 | McAfee | 91% |
â Not in 2006 vendor value survey
| % No | ||
|---|---|---|
| Rank | Vendor | Score |
| 1 | Accenture | 38% |
| 2 | CA | 32% |
| 3 | Novell | 30% |
| 4 | Sprint Nextel | 29% |
| 5 | Qwest Communications | 27% |
| 5 | T-Mobile | 27% |
| 7 | AT&T (including Cingular) | 26% |
| 8 | Nortel Networks | 25% |
| 9 | Deloitteâ | 21% |
| 9 | Oracle (including Hyperion) | 21% |
| 9 | SunGard | 21% |
| 9 | Verizon Communications | 21% |
â Not in 2006 vendor value survey
Two to One Improvement
Last year's slide has been reversed: The 2006 Vendor Value Survey reported that by three to one, most companies' overall ratings declined instead of improved. This year, 23 vendors improved their scores while 10 fell. (The other vendors either had no change, or were not included in the 2006 survey.) Check Point Software and VeriSign were the big winners, with nine-point increases; SAP increased by seven points. But Palm, which gained nine points in 2006, surrendered most of that gain this year.
| Vendor | Overall rating 2007 | Change from 2006 | Overall rating 2006 |
|---|---|---|---|
| Accenture | 47% | 4 | 43% |
| Adobe | 73% | ° | ° |
| Apple | 70% | -3 | 73% |
| AT&T | 49% | -7 | 56% |
| Avaya | 59% | 1 | 58% |
| BellSouth | 62% | 5 | 57% |
| Business Objects | 61% | 5 | 56% |
| CA | 52% | 1 | 51% |
| Check Point Software | 77% | 9 | 68% |
| Cisco Systems | 76% | -1 | 77% |
| Citrix Systems | 76% | 2 | 74% |
| Cognos | 51% | -1 | 52% |
| Dell | 76% | 2 | 74% |
| Deloitte | 56% | ° | ° |
| EMC | 71% | 2 | 69% |
| 79% | ° | ° | |
| Hewlett Packard | 79% | 4 | 75% |
| IBM | 66% | 0 | 66% |
| McAfee | 76% | 6 | 70% |
| Microsoft | 62% | 3 | 59% |
| Motorola | 68% | -2 | 70% |
| Nortel Networks | 58% | -7 | 65% |
| Novell | 60% | 0 | 60% |
| Oracle (including Hyperion) | 58% | 2 | 56% |
| Palm | 59% | -8 | 67% |
| Qwest Communications | 54% | 5 | 49% |
| Red Hat | 80% | 3 | 77% |
| Research in Motion | 77% | 1 | 76% |
| SAP | 64% | 7 | 57% |
| Sprint Nextel | 56% | -1 | 57% |
| Sun Microsystems | 65% | 4 | 61% |
| SunGard | 61% | 7 | 54% |
| Symantec | 69% | 1 | 68% |
| T-Mobile | 63% | 6 | 57% |
| Trend Micro | 75% | -5 | 80% |
| VeriSign | 79% | 9 | 70% |
| Verizon Communications | 54% | 3 | 51% |
| Verizon Wireless | 62% | -3 | 65% |
| Total Average | 65% | 2 | 63% |
Rate Lower Than 2006
Rate Higher Than 2006
