Loyalty Doesn't Necessarily Flow From Good ProductsLoyalty Doesn't Necessarily Flow From Good Products

Technology buyers are an independent sort. Even those describing themselves in a new survey as content with their vendors' products and services are as likely to leave the relationship as to stick with it. That's the conclusion of a survey of 2,259 IT purchase decision makers and influencers by Walker Information, a customer-loyalty management company.

Respondents were asked to evaluate five sectors: enterprise software, infrastructure software, network equipment, servers, and storage systems. Although 80% said they were "very satisfied" or "satisfied" with their IT vendors, only 47% of them described themselves as "truly loyal," or planning and wanting to do business with those companies again.

Twenty-nine percent said they felt "trapped"--likely to do business with the vendors again despite being unhappy with the relationship. The remainder, 21%, described themselves as being at "high risk" of discontinuing their vendor relationships.

Overall, respondents were less satisfied with the products, quality and services of their software suppliers, compared with their hardware vendors. Yet, ironically, respondents were more likely to continue their software vendor relationships, perhaps because they felt "more trapped" with those companies, says a Walker spokesman. Bottom line: Good products and services aren't enough to secure loyalty, he says.