軟體廠商的支援服務：優良廠商調查

Abstract

This IDC study presents results from IDC' s 2007

Software Support Services Customer Satisfaction Survey. The survey examines software support services for 12 specific software vendors, and key topics include a comparative analysis of customer usage and satisfaction for software support in general and for vendor-specific software support in particular. In addition, IDC identifies the top 5 performers in overall customer satisfaction (in alphabetical order).

"There were significant differences in satisfaction, importance, and frequency of use rankings when comparing software support services in general with software support delivered from a specific vendor," says Elaina Stergiades, senior analyst in Software Support Services. "In addition, our survey found that in terms of overall satisfaction, it was more important to prevent extremely negative ratings than to rank very highly - in essence, four Bs is better than three As and a C."

Table of Contents

• Table of Contents
• IDC Opinion
• In This Study
  • Methodology
    • Sample Frame and Sampling Method
    • Respondents
    • Interviews
    • Questionnaire
    • Survey Schedule
    • Weighting
  • Definitions
    • Upgrades/Updates/Patches
    • Online Support
    • Telephone Support
    • Onsite Support
    • Remote Support
• Situation Overview
  • Introduction
  • Survey Findings
  • Figure: Overall and Vendor-Specific Average Satisfaction with Software Support Services
  • Figure: Overall and Vendor-Specific Average Frequency of Use of Software Support Services
  • Figure: Relative Importance of Software Support Services Offerings
  • Table: Order of Importance: Primary Methods of Delivering Support
  • Figure: Vendor-Specific Importance Versus Frequency of Use of Software Support Services
  • Figure: Vendor-Specific Importance of Versus Satisfaction with Software Support Services
  • Figure: Vendor-Specific Satisfaction with Versus Frequency of Use of Software Support Services
  • Analysis of Top-Performing Vendors
  • Figure: Likelihood of Recommending Software Support Services Vendor to a Colleague
• Future Outlook
• Essential Guidance
• Learn More
  • Related Research
  • Synopsis