Study: Most IT Customers Feel No Vendor Loyalty
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Less than half of all IT customers are pleased enough with their vendors to remain loyal to them and 29% feel trapped in the relationship, according to a study released this week.
Vendor loyalty has taken a hit, according to the 2002 National Customer Benchmark Study conducted by Walker Information, Inc., a consumer survey company out of Indianapolis. The survey shows that only 47% of the 2,259 IT decision makers surveyed feel any loyalty to their vendors -- wanting to or planning on continuing the relationship. And 21% are considered at high-risk of jumping ship, saying they're unhappy with the relationship.
Another 29% are unhappy with their vendor but feel trapped into continuing the relationship.
It's a matter of service -- or better put, poor service, according to Marc Drizin, vice president and loyalty specialist at Walker Information.
The survey also shows that: