IDC India conducted a survey among 400 CIOs this year, with the same objective as that of DQ-IDC CSA 03, 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 was conducted, covering large enterprises across various verticals. The survey was spread across six cities — Delhi, Mumbai, Bangalore, Chennai, Hyderabad and Kolkata. The survey covered desktops, laptops, servers and enterprise applications (SCM, CRM, ERP), and IT services (integrated and outsourced services).

In each category, a sample size for each brand was identified. IDC India also weighted the results with brand-share among the sample surveyed to remove anomalies. For every category, parameters were developed separately, using the understanding of the market and from the study done last year. Some of the parameters and sub-parameters were changed accordingly as compared to last year’s survey. However, broad parameters were kept tangible and actionable.

CIO’s 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.