Micro Focus – Installation Experience Sensation
According to Customers, how do we measure how we perform at Installation compared with our Competitors?
Micro Focus uses double-blind competitive benchmarking in order to gauge how well we are doing against the competition. This strategy means we can understand how we are performing with a high degree of statistical accuracy using a highly repeatable and scientific method. There are a number of customer lifecycle touchpoints and brand image attributes that are tracked, and ‘Installation’ is one of them. Installation is defined as ‘Your experience with making the product/service operational.’
How important as a Touchpoint is the Installation experience to customers?
Micro Focus, via Competitive Benchmarking and driver modelling, also knows that ‘Installation’ is an important touchpoint. This is important to realise since all transactional touchpoints contribute in some way to the overall ‘relationship’ with a company, and thus, using the right metric at the right time is not only important, but necessary.
So how does the ‘installation experience’ at Micro Focus compare with the competition?
The figure above presents the “Installation” top-two box satisfaction for each brand at the worldwide level. This percentage shows the number of customers responding with the top scores. A way of interpreting this is if there is a value of 50%, then 1 in 2 of customers thought the brand is good at Installation and 1 in 2 didn’t. On average, most software companies are not rated as being good at making the product/service operational (average being 50% satisfaction) and so for Micro Focus to be ranked as second in the industry, out of 48 competitors, is a great feat indeed. Micro Focus is ranked 6% better than the average competitor and is 2nd out of all competitors with a top-two box satisfaction of 56%. When we compare against some of our competitors, we see that for installation, Micro Focus is ranked 1% better than IBM and Microsoft, 3% better than Google, 6% better than ServiceNow, 7% better than BMC, and 8% better at Installation than Splunk.
Why is the Competitive Benchmark industry so reliable?
We do not know who the respondents are, and they themselves do not know that Micro Focus is sponsoring the study, and thus, the research has dramatically lower bias than other surveys. We can also say that the data analytics is performed at the 90% confidence level, which is unheard of in the industry. This means if any of our competitors performed the same study, they would have the same results. Couple these points with a data sample size of over 15,000 respondents per rolling quarter and we have a Benchmark that truly is indicative of the marketplace.
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