All that IT decision makers want for Valentine's day is more love from their IT suppliers.
But IT suppliers have been failing to measure the satisfaction of four in 10 decision makers, according to a new survey of 250 IT managers, conducted by Tiger Lily Vanson Bourne.
And customer satisfaction questionnaires were useless, most IT managers said. Six out of ten of those given a questionnaire were not asked the questions they said mattered to them. A third said they never heard about any actions taken as a result.
In the words of one IT decision maker: “It varies, sometimes it appears we’re really being listened to, other times it’s a company just going through the motions.”
IT managers want suppliers to listen to them more, act upon their requests, and show what they are doing to improve relations, according to the survey.
But even if users were frustrated at first by the questionnaires, half of them said that the act of being asked what they thought actually encouraged them to stay with the supplier.