IDC Survey Finds Broad Satisfaction with Software Support Services Offered by Large Enterprise Application Vendors

FRAMINGHAM, MA. – March 17, 2010 – A recent International Data Corporation (IDC) survey of more than 1,000 IT professionals worldwide found a high level of satisfaction with the software support services offered by five of the largest enterprise application vendors. The small differences in the average satisfaction scores among these vendors indicate that software support services remains a highly competitive market.

Software support services play an important role in maximizing the performance and reliability of the mission-critical applications that most enterprises have come to rely on for their day-to-day operations. Yet organizations often underestimate the importance of support services when evaluating which applications to purchase and implement.

"The reality is that the majority of an enterprise's experience with a software solution will occur after the implementation is complete and, given the complexities of enterprise software, typically lasts for five to ten years," said Elaina Stergiades, senior research analyst, Software Support Services at IDC. "As a result, software support services should be a key consideration when enterprises are evaluating software for mission-critical processes."

Most enterprise software vendors recognize that the customer support experience is a crucial element of client satisfaction and retention. To meet the varying needs of their customers, support providers typically offer at least three levels of support services – and some offer significantly more than that.

When the survey's average overall satisfaction scores were ranked, HP came out on top followed by Microsoft, Oracle, SAP and IBM. The vendors that ranked highest in overall satisfaction also received higher satisfaction scores for the individual features of their support services offering.

"A single negative support experience can have a dramatic impact on overall satisfaction and is one of the top reasons for changing support providers," noted Stergiades. "Given the importance of support services to a customer's overall experience, vendors are constantly evaluating and refining their offerings to ensure that they are offering the services and packages that best meet their clients needs."

The IDC study, IDC Customer Satisfaction Study: Top Performers in Enterprise Software Support Services (Doc #222187), provides a summary of overall customer satisfaction with enterprise software support services for five of the largest software providers in the industry.

About IDC

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community make fact-based decisions on technology purchases and business strategy. More than 1,000 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. For more than 46 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company. You can learn more about IDC by visiting www.idc.com [http://www.idc.com].

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