Methodology

The fifth Dataquest-IDC survey on the Enterprises' Customer Satisfaction with IT products and suppliers is compiled on the basis of methodology jointly decided by IDC India and Dataquest. The IDC team was led by Parijat Chakraborty, and assisted by Shailendra Gupta and Shakyadev Mitra.

IDC India conducted a survey among 584 CIOs of large enterprises (from ET 500 or BS 1000 lists) this year, with the same objectives as that of DQ-IDC CSA 06, which were: to develop a brand score of customer satisfaction for different product and service categories and to identify functional and service attributes that drive customer satisfaction. The survey covered large enterprises across various verticals like Manufacturing, Government, BFSI, IT, Education etc. The survey was spread across ten cities-Delhi, Mumbai, Bangalore, Chennai, Kolkata, Hyderabad, Pune, Ahmedabad Coimbatore and Chandigarh. The survey covered Desktops, Laptops, Servers, Enterprise applications (SCM, CRM, ERP), IT services (integrated and outsourced services) and Networking products. In each category, a minimum sample size for each brand was identified using the understanding of the market and from the study done last year. CIOs were asked to rate the level of satisfaction on each of the parameters and sub-parameters on a five-point scale, depending on the usage of the product. IDC India derived the scores of importance from the satisfaction score, which was used as a weight for each of the sub-parameters. To arrive at the overall satisfaction scores, IDC India measured satisfaction against each of these 'importance' parameters and arrived at a weighted score of satisfaction, on a maximum possible total of 100, which makes all the parameters and brands comparable within their scope.