News
15 January 2009 — According to an independent marketing intelligence study conducted by National Analysts Worldwide, IBM Global Business Services leads in overall client satisfaction surpassing all top competitors. The research consultancy notes that based on its global Services Diagnostic Satisfaction Survey involving more than 700 participants – comprised of 150 IBM clients and 550 competitor clients – IBM surpasses the competition on eleven core service attributes including: overall satisfaction, value, reputation, competitive advantage, innovation, leadership, meeting expectations and client retention.
Results of the study also suggest that IBM's success in creating more satisfied customers than the competition carries over into brand loyalty. When comparing IBM to other providers, survey participants expressed greater likelihood to:
- Choose IBM if they need consulting services from a provider in the future,
- Choose IBM if they need additional IT services from an outside provider in the future and
- Make the same decision to purchase services from IBM knowing what they know now.
Such loyalty measures are significant because they point to continued use of IBM Global Business Services by satisfied customers. Further analyses indicate that IBM's specific ability to meet or exceed customer expectations has the single greatest impact on loyalty.
