Winners and Losers: Survey Shows Shifts in Customer Esteem
The New Reality for Customer Engagement
In past surveys, consulting, outsourcing and telecom firms fared poorly. But this year, Accenture and Deloitte dramatically improved their scores, by 14.1 and 11.9 percentage points respectively, while two telecomsBellSouth and Sprint Nextelbroke away from the telecom pack. Intuit suffered the biggest fall: Its overall rating dropped to 59.5 percent, causing its rank to free fall from 12th place among all vendors to 33rd. Oracle, AT&T and Symantec's rankings also dropped by double digits, following acquisitions.
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