How the Survey Was Done
The New Reality for Customer Engagement
How the Survey Was Done
What does the survey measure? CIO Insight's 2008 Vendor Value Survey measures how U.S.-based IT executives generally perceive the value of their vendors' product and service offerings, and those executives' overall satisfaction with the support these vendors provide.
How were the vendors selected? The published results include only vendors which received 49 or more qualified responses on all ratings. To create our initial list of IT vendors for the survey, we relied on the Fortune 500 and Global 500 lists and Ziff Davis Enterprise Research ongoing vendor studies in 30 technology categories.
How was the survey conducted? Ziff Davis Enterprise Research staff designed and fielded the survey, and tabulated responses. IT executives from Ziff Davis Enterprise's magazine and web site subscriber and member lists were invited to take the online survey and to speak with CIO Insight editors directly about their experiences. In addition, a smaller sampling of non-executive IT professionals was also invited; these responses were not tabulated with the main results. In all, 568 qualified respondents (257 from companies with at least $5 million, but less than $100 million in 2007 revenues--or budget if not for profit; 185 with at least $100 million but less than $1 billion; and 126 with $1 billion or more) replied and complete the survey between October 3 and October 15, 2008. Of the respondents, 204 were C-level executives at their company, and the rest held titles of director of IT or higher. Respondents were only considered qualified if they described themselves as very knowledgeable or knowledgeable about the IT vendors their company uses, and the value it has received from them.
How are vendors rated? After identifying the vendors their firm has had a business relationship within the past 12 months, and whether they use each such vendor as a hardware, software, telecommunications, consulting, or outsourcing services provider (or some combination), respondents were asked to rate those vendors as "excellent," "good," "fair," or "poor" on seven criteria. Those labeled in the results as value criteria were 1) meeting the customer's expectations for increasing revenues (or for achieving mission, if not for profit); 2) meeting the customer's expectations for lowering business or IT costs; 3) ability to solve business problems using the products or services purchased or engaged; and 4) meeting the customer's ROI or business-value expectations. The remaining reliability criteria were 5) meeting commitments to the customer on time and budget; 6) being flexible or responsive to the customer's needs; 7) meeting the customer's quality expectations for the products or services delivered. The overall rating given for each vendor is the average percent of "good" or "excellent" responses for each criterion. Additionally respondents were for each vendor their firm works with whether, if they had a choice, they would or would not continue to do business with the vendor.
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