Study: Software companies have more loyal customers than hardware companies

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Aug. 22
Indianapolis —Software companies garner more loyalty from customers compared with their hardware counterparts, according to a study published today by Walker Information. Called “The 2005 Walker Loyalty Report for Software and Hardware,” the study found that 56% of U.S. software companies’ customers are “truly loyal,” while 50% of hardware customers fell into the “truly loyal” category. Truly loyal is defined as “those who not only intend to continue relationships with them in the future but also have positive attitudes toward their companies,” according to Walker Information. The report also named a dozen “loyalty leaders” in both categories. Among them were Adobe, Hewlett-Packard Co.and Sun Microsystems. The enterprise software sector had the most loyalty leaders with six companies represented.
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