text mining summit 2009 v4 (for general presentations)
DESCRIPTION
Presentation made by R. Scott Evans at the 2009 TA Summit - contains slide notesTRANSCRIPT
Click to edit Master title style
Strategic Insight and Text Analytics
Harris Interactive Text Analytics
2
Harris Interactive History
• Harris Poll – longest running US proprietary poll (since 1963)
• Leading pioneer for online panels and online surveys in 1990s
• 2005 – ranked 13th largest market research firm worldwide (ESOMAR)
3
Qualitative and Quantitative Streams
actionable prescription
needs rich detail
projectable generalizations
require methodical validation
and significance testing.
4
Why Text Analytics is becoming Critical
• Provides a much needed validation of quantitative analysis; and can be used to help understand what respondents mean when they provide a scaled response
• Offers a more contextualized analysis where emerging themes are less driven by a priori research categories and concepts
• Classification can be more sophisticated and a less taxing method of building consistent thematic structures
• Catalogued text which can be easily organized in hierarchies and interlocking relationships, which more accurately reflect how respondents organize their conceptual world
• Sentiment which can be associated with thematically organized data and provide insight into dispositions that influence stated or observed behavior
5
Scalability and Replication
• Text analytics software offers lower costs for handling large volumes of content rich data
• Natural language processing, and domain specific training sets give reliable replication and updating of analysis
• Iterative testing of thematic structures ensures systematic validation of themes and their analytical relevance.
6
Text Analytics Output
• Classification: – Thematic Structure– Links to detailed comments
• Volume: – Count for Documents, Sentences and Authors
• Sentiment: – Positive and Negative Content
7
Case Study
B2B Survey with Top Global Accounts
8
Context
• Data Source– ~5,000 B2B interviews annually (multiple interviews per account)– ~120 structured questions & ~5 open comments per interview
• Prior analysis:– Main exploration and analysis dependent on structured variables – Statistical approach limited to simple correlations and
comparison of average scores– Use comments as anecdotes to support a priori hypotheses
about account issues
9
Key Issues
• Structured variables not providing actionable insights
• Unstructured comments too difficult to theme effectively
10
-0.4 -0.2 0 0.2 0.4 0.6 0.8
-0.4
-0.2
0
0.2
0.4
0.6
0.8Comparing Multivariate and Bivariate Analysis of Drivers of Loyalty
ZeroOrder CORR
CATREG Optimal Scale
CR Scaled Zero Order Corr
Coefficients for 2007
Co
effi
cien
ts f
or
2008
Issues with Structured Variables: Coefficient Graph
11
Issue of Thematic Complexity
• No consistent story emerged in original analysis, despite having fewer themes
• Comments were presented anecdotally and loosely mapped to a priori groups of structured questions
From Original Reports
Harris Classification
Number of themes identified 44 65
Number of insignificant or redundant themes
16 0
Number of unique themes 28 65
12
Overcoming Classification Redundancy
Text Analytics Child Categories Section 1 (original report) Section 2 (original report) Section 3 (original report) Section 4 (original report)
Account Mgmt - Communication
Account Mgmt - Knowledge & Expertise A/BR: Account Teams Viewed As Trusted Advisors Adding Strategic Value AM: Acct Mgr Adds Strategic Value
Account Mgmt - Local
Account Mgmt - Respons ivenessAccount Mgmt - Quality
Account Mgmt - Support RV: Empower Acct Mgr / Acct Team Support
Account Mgmt - Problem Resolution
Consulting Srvc - Value
Consulting Srvc - Offerings
Consulting Srvc - Knowledge & Expertise
Contracts - Post-Sale
Contracts - Commitment
Contracts- Quality
Contracts - Value
Fulfillment - Commitment
Fulfillment - Speed
H ardware - Computers/Laptops
H ardware - Improvements
H ardware - Innovation
H ardware - Printers
H ardware - Quality & Reliability PQR: H ardware Quality / Reliability
H ardware - Server
H ardware - Value
H ardware - OS
H ardware - Virtualization
Relationship Value - Executive Engagement RV: Add Value / More Executive Engagement ABR: Effective Executive Engagement
Relationship Value - Local
Relationship Value - Partnering
Relationship Value - Communicate
Relationship Value - Long-term View
Service & Technical Support - Flexibility & Respons iveness S&S: Efficiency & Accessibility S&S: Prompt
Service & Technical Support - Quality
Service & Technical Support - Proactive
Service & Technical Support - Local
Service & Technical Support - Price
Software - Capabilities
Software - Quality & Reliability PQR: Software Quality / Solutions
Software - Improvements
Software - Value
Solutions - Quality & Reliability
Solutions - Value
Solutions - Comprehens ive
Solutions - Innovation
Solutions - Adaptive
Solutions - Price
Gen - Pricing Improve TCO / Reduce Prices H elping Manage TCO
Gen - Value PCV: Solutions Offer Compelling ROI PCV: Services Deliver Measurable Value
Integrated Solutions - H ardware
Integrated Solutions - Software
Integrated Solutions - H ardware & Software
Integrated Solutions - General IS: Integrated Solutions Reliability IS: Deliver Promised Benefits IS: More Integrated Solutions IS: Seamless Integration of Solutions
Ease of Doing Bus iness - Fewer Silos / Less Bureaucracy EODB: Fewer Silos / Less Bureaucracy EODB: Act Cohes ively EODB: G lobal Cons istency
Ease of Doing Bus iness - Ownership / Follow-through EODB: Ownership / Follow-through RV: Proactively Propose Solutions
Ease of Doing Bus iness - Flexibility & Respons iveness EODB: Flexibility and Responsiveness
Ease of Doing Bus iness - Simplify Processes (Pricing, Quoting, Ordering, Invoicing, Contracts , Terms)
EODB: Simplify Processes (Pricing, Quoting, Ordering, Invoicing) EODB: T&Cs; Quote TAT; Invoice Clarity EODB: Contract Process
Understanding Bus iness Needs UBN: Bus iness Understanding UBN: Ability to Understand Critical Success Factors / Priorities
Customer Communications & Education - Provide Roadmaps Communications: Roadmaps Enable Planning
Customer Communications & Education - Provide Training, Seminars , Education
Customer Communications & Education - General Communications: Effective Communications
Depth & Breadth of Technology Portfolio TPK: Breadth & Depth of Technology Portfolio
Technology Experience & Expertise TPK: Knowledge, Expertise & Experience
Brand, Presence & Credibility TPP: Brand, Presence and CredibilityGlobal Coverage - Account Mgmt
Global Coverage - Solutions GC: Address G lobal Needs GC: G lobal Capabilities
Global Coverage - Support & Technical Service
Text Analytics
Child Themes
Matching Unique and Redundant Themes from Original Analysis
13
Analysis Plan to Address Issues
Big Picture
Identify Leading Themes
Linkages between Themes
Narrative Structure of Themes
Statistical ValidationLeve
l of D
etai
l
Use Heat Maps
Co-occurrence
CHAID
14
Step One: Effective Classification
Creating a thematic structure from case study data is first step
15
Key to Success: Detailed Classification
Classification Tree
Brand Credibility
Experience and
Expertise
Ease of Doing
Business
Integrated Solutions
Breadth of Technology
Portfolio
Understand Specific Business
Needs
See Training Set Example
Case Study Example
16
Rules for Training Sets: Integrated Solutions - Breakdown
17
Rules for Training Sets: Ease of Doing Business - Breakdown
18
Step Two: Heat Maps on Volume and Sentiment
Building a Market Story from a Thematic Structure
19
Why Heat Maps?
• Heat maps provide a simple method of identifying actions that are directly related to the thematic structure of customer discourse.
• Text analytics provides a method of measuring both the current state of sentiment and volume of mentions.
• The thematic integrity of the classification scheme permits year over year analysis of changes in sentiment and volume.
• Combining Current (e.g., 2008) and Emerging (i.e., year over year changes) patterns suggests ways to address marketing, brand and product positioning.
Low Med Hi
LowM
edH
i
Sentiment
Volume
Current
Low Med Hi
LowM
edH
i
Sentiment
Volume
Emerging
Note: Year over year change
20
Low Med Hi
LowM
edH
i
Sentiment
Volume
Latent Leverage Themes:
requires top of mind
uplift
Brand/Position Core Attractors – continue to
build to maintain market position
Brand/Position Detractors –
need to address negative spin
Brand Appendages:
Requires top of mind and
sentiment uplift
How to interpret current state Heat Maps
21
S<.15V<.15
S~ .15-.85
V<.15
S>.85V<.15
S<.15V
~.15-.85
S~.15-.85V
~.15-.85
S>.85V
~.15-.85
S<.15V>.85
S~.15-.85
V>.85
S>.85V>.85
Low Med Hi
LowM
edH
i
Sentiment
Volume
Allocation of Themes
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
Criteria for theme assignment uses 15th and 85th percentiles as parameters.
Heat Map Criteria
22
Interpretation: Emerging Problems
• Emerging Pattern– Sentiment (Low) means large downward
change in average– Volume (Hi) means large increase in number
of mentions
• Current State– Sentiment (Med) means mix of positive and
negative dispositions– Volume (Med) average number of mentions
• Interpretation– What are currently moderate issues may
become critical issues by next year if trend continues
– There is a frequent top of mind mention that requires remedial action not messaging
Emerging Problems
Low Med Hi
LowM
edH
i
Sentiment
Volume
E
CC
E Example
23
Interpretation: New Positioning
• Emerging Pattern– Sentiment (Hi) means large upward
change in average– Volume (Hi) means large
increase in number of mentions
• Current State– Sentiment (Med-Hi) means mix of positive
and negative dispositions– Volume (Med-Hi) above average number
of mentions
• Interpretation– Upward trends in cells 1,5 & 6 mean new
positive themes are emerging that tactical messaging can reinforce and connect to current brand anchors
Develop New Positioning
Low Med Hi
LowM
edH
i
Sentiment
Volume
E
C
C1
65
C
E Example
24
Interpretation: Diminishing Relevance
• Emerging Pattern– Sentiment (Lo) means large downward
change in average– Volume (Lo) means large decrease in
number of mentions
• Current State– Sentiment (Hi) highly positive dispositions– Volume (Med) average number of mentions
• Interpretation– Downward trend in both average sentiment and
number of mentions, which means that while the positive disposition is eroding, the relevance of the theme may become less significant over time
– Shoring up this characteristic may have a low ROI, look for positive changes in themes from 1,4,5 & 6.
Low Med Hi
LowM
edH
i
Sentiment
Volume
E
C1
5 64
C
E ExampleDiminishing Relevance
25
Heat Maps
Case Study Story
26
Total Market: Hyperlink Heat Map
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Current State 2008 Big Picture• Safe and reliable but stodgy
and not effectively improving products and services
• Has effective account management which represents value but can be seen as maintaining the status quo
• Strategic partnering is hampered by a service orientation that does not effectively communicate an improvement-consultative model
27
Current Overall Client Experience
• Brand – broad portfolio & consistent credibility
• Strong account management– Responsive, brings value &
expertise• Delivering quality and reliability
– Hardware and software– Solutions– Service and Technical Support
• Weak value proposition– Software, Consulting &
Contracts• Failure to improve through
innovation and product evolution– Lagging developments in
software and hardware – Weak business follow-through – Problems communicating
visionary roadmaps and functionality
Strengths Threats
28
Understanding Interleafing Strengths
Quality and Reliability
• Co-occurrence Analysis– Quality for solutions, support, SW
and HW are integrally linked– Product quality is reinforced by
strong account management– Product quality has concrete
underpinnings e.g., HW quality shows links to OS issues, which in turn are tied to servers and emerging virtualization issues
Account Management
• Co-occurrence Analysis– Account responsiveness is a
function of communication and problem resolution
– Account management quality is tied to support and responsiveness
– Account capabilities has connections to local account support and service support
29
Buffered by Account Management
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Current State 2008
ResponsivenessQualityKnowledge & Expertise
SupportCommunication
LocalProblem Resolution
Account Mgt Themes
Local Relationship Value
30
Understanding Interleafing Threats
Building a Sense of Value
• Co-occurrences– Value disassociated from quality
and reliability – More narrowly focused or linked to
specific products and services– HW value co-occurs with SW
value suggesting mutual reinforcement
– HW value aligns with discussion of servers and HW improvements
– Positive server position does not offset poor position of HW improvement, which undermines HW value
Ongoing Improvement
• Co-occurrences– Disconnect between innovation
and improvement in SW– Co-occurrence with integrated
solutions and SW capabilities is not improving view of of SW improvement
– Both improvement and innovation dimensions are poorly positioned
– HW improvement is linked to a a highly commoditized technology (i.e., printers) limiting uplift
31
Stunted Improvement/Innovation Issues
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Current State 2008HW Innovation
HW Improvement
SW Improvement
Solution Innovation
32
Structured Data: Repurchase
Likelihood to repurchase – scaled response
33
Repurchase: Top box and Bottom Box
• High volume positive themes of top box clients
– Very positive reaction to account management: responsiveness, support, quality, expertise
– Very positive perceptions of quality and reliability
• High volume negative themes of bottom box clients
– Lack simplified processes and follow-through (EOB)
– Reactive service model
– Lack executive engagement and consultative value
– Fail to emphasize improvement
Similar to general market
Very different pain points
Very different pain points
New Insights
34
Hyperlink Heat Map: Repurchase Top Box
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Current State 2008
35
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Current State 2008
Hyperlink Heat Map: Repurchase Bottom Box
36
Identifying Emerging Trends
Year over year changes in volume and sentiment
37
Themes with Positive Uplift in Volume and Sentiment
• Large increases in volume and positive sentiment– Brand presence and global solutions– SW quality– HW virtualization
• Large increases in volume, but large decreases in positive sentiment– Integrated Solutions - Software– Ease of Doing Business - Simplify Processes (Pricing, Quoting,
Ordering, Invoicing, Contracts, Terms)
Increasing Chatter
Increasingly Positive
Increasingly Negative
38
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Emerging Trends
Hyperlink Heat Map: Total Market Year Over Year Changes
39
Linking Current and Emerging Patterns
40
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Trend DiagnosticsIntegrated Solutions – HWS&T Support - Proactive
HW - Virtualization
Acct Mgt - Local
V
H
A
H&VA• Local account management
has latent potential on small scale
• Positive development for core strength in S&T support
• Look to key market drivers like virtualization to strengthen HW and reinforce positive shifts in integrated solutions
Enhancement and Positioning Opportunities
41
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Trend DiagnosticsHW –Innovation (1)HW – Improvements (2)
Integrated Solutions – SW (1)SW – Improvement (2)
EDB – Simplify Processes
S
H
E
• SW (improvement) is not showing signs of emerging from the red zone
• EDB (simplify) and Integrated Solutions (SW) show potential entrenchment in the red zone
• HW (innovation and improvement) see erosion in their moderate, trending to red zone
EH1 H2
Immediate Remedial Action Required
S1S2
42
Heat Maps: 2008 Account Type
Few Clients AND Many Clients
43
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentim
ent
Volume
One to Few
Hyperlink Heat Map: 2008 Account Type: Linking Themes to Structured Variables
44
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentim
ent
Volume
One to Many
Hyperlink Heat Map: 2008 Account Type: Linking Themes to Structured Variables
45
Heat Maps for Relationship
Strategic Partner – Solutions Provider – Transactional
46
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentim
ent
Volume
Strategic Partner
Hyperlink Heat Map for Relationship 2008:Linking Themes to Structured Variables
47
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentim
ent
Volume
Solution Provider
Hyperlink Heat Map for Relationship 2008:Linking Themes to Structured Variables
48
Hyperlink Heat Map for Relationship 2008:Linking Themes to Structured Variables
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentim
ent
Volume
Transactional
49
Predictive Trees
Statistical validation of core product and service thematic relationships to sentiment for total market
50
CHAID Tree for Sentiment1 - L o w2 - M id3 - H ig hT o ta l
(4 3 7 7 )(5 1 4 2 )(9 6 5 1 )1 9 1 7 0
2 2 .8 %2 6 .8 %5 0 .3 %
C A T G 1 5 - 1 5 S o ftw a reP = 0 .0 0 0 0 0 0
C H I= 1 8 7 .8 3 5 4 1 7 ; D F = 2
0
1 - L o w2 - M id3 - H ig hT o ta l
(4 1 2 1 )(5 0 1 4 )(9 4 8 5 )1 8 6 2 0
2 2 .1 %2 6 .9 %5 0 .9 %9 7 .1 %
C A T G 1 0 - 1 0 H a rd w a reP = 0 .0 0 0 4 7 6
C H I= 1 9 .9 0 5 1 3 7 ; D F = 2
0 (1 6 5 2 4 )
1 - L o w2 - M id3 - H ig hT o ta l
(3 6 3 6 )(4 3 7 9 )(8 5 0 9 )1 6 5 2 4
2 2 .0 %2 6 .5 %5 1 .5 %8 6 .2 %
C A T G 1 6 - 1 6 S o lu tio n sP = 0 .0 0 0 0 0 0
C H I= 2 3 8 .8 8 7 4 0 2 ; D F = 2
0 (1 3 2 9 6 )
1 - L o w2 - M id3 - H ig hT o ta l
(3 0 2 9 )(3 8 0 1 )(6 4 6 6 )1 3 2 9 6
2 2 .8 %2 8 .6 %4 8 .6 %6 9 .4 %
C A T G 6 - 6 D e p th & B re a d th o f T e c h n o lo g y P o rtfo lioP = 0 .0 0 0 0 0 0
C H I= 1 2 2 .2 4 8 2 6 6 ; D F = 2
0 (1 3 0 3 5 )
1 - L o w2 - M id3 - H ig hT o ta l
(3 0 1 4 )(3 7 7 0 )(6 2 5 1 )1 3 0 3 5
2 3 .1 %2 8 .9 %4 8 .0 %6 8 .0 %
C A T G 1 4 - 1 4 S e rv ic e & T e c h n ic a l S u p p o rtP = 0 .0 0 0 0 0 0
C H I= 6 4 .5 3 6 3 0 8 ; D F = 2
0 (1 0 7 3 8 )
1 - L o w2 - M id3 - H ig hT o ta l
(2 5 6 5 )(3 1 9 8 )(4 9 7 5 )1 0 7 3 8
2 3 .9 %2 9 .8 %4 6 .3 %5 6 .0 %
C A T G 4 - 4 C o st/P ric e /V a lu e - G e n e ra lP = 0 .0 0 0 0 0 0
C H I= 1 5 5 .1 8 8 5 7 1 ; D F = 2
0 (9 3 4 2 )
1 - L o w2 - M id3 - H ig hT o ta l
(2 3 7 7 )(2 6 1 1 )(4 3 5 4 )9 3 4 2
2 5 .4 %2 7 .9 %4 6 .6 %4 8 .7 %
C A T G 3 - 3 C o n tra c tsP = 0 .0 0 0 0 0 0
C H I= 1 2 2 .9 2 0 3 5 4 ; D F = 2
0 (8 9 2 3 )
1 - L o w2 - M id3 - H ig hT o ta l
(2 1 7 5 )(2 5 1 5 )(4 2 3 3 )8 9 2 3
2 4 .4 %2 8 .2 %4 7 .4 %4 6 .5 %
C A T G 9 - 9 G lo b a l C o v e ra g eP = 0 .0 0 0 2 8 6
C H I= 2 0 .9 2 1 8 4 3 ; D F = 2
0 (8 4 4 6 )
1 - L o w2 - M id3 - H ig hT o ta l
(2 0 9 7 )(2 3 5 0 )(3 9 9 9 )8 4 4 6
2 4 .8 %2 7 .8 %4 7 .3 %4 4 .1 %
C A T G 5 - 5 C u sto m e r C o m m u n ic a tio n s & E d u c a tio nP = 0 .0 0 0 0 0 0
C H I= 4 4 .6 1 9 3 1 1 ; D F = 2
0 (7 8 2 1 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 8 8 9 )(2 1 5 2 )(3 7 8 0 )7 8 2 1
2 4 .2 %2 7 .5 %4 8 .3 %4 0 .8 %
C A T G 1 - 1 A c c o u n t M g m tP = 0 .0 0 0 0 0 0
C H I= 1 9 6 .3 7 7 5 7 0 ; D F = 2
0 (6 9 6 5 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 7 6 9 )(2 0 2 3 )(3 1 7 3 )6 9 6 5
2 5 .4 %2 9 .0 %4 5 .6 %3 6 .3 %
C A T G 2 - 2 C o n su ltin g S e rv ic e sP = 0 .0 0 0 0 0 0
C H I= 7 7 .0 1 1 4 5 0 ; D F = 2
0 (6 8 0 4 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 6 8 1 )(2 0 0 3 )(3 1 2 0 )6 8 0 4
2 4 .7 %2 9 .4 %4 5 .9 %3 5 .5 %
1 (1 6 1 )
1 - L o w2 - M id3 - H ig hT o ta l
(8 8 )(2 0 )(5 3 )1 6 1
5 4 .7 %1 2 .4 %3 2 .9 %0 .8 %
1 (8 5 6 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 2 0 )(1 2 9 )(6 0 7 )8 5 6
1 4 .0 %1 5 .1 %7 0 .9 %4 .5 %
1 (6 2 5 )
1 - L o w2 - M id3 - H ig hT o ta l
(2 0 8 )(1 9 8 )(2 1 9 )6 2 5
3 3 .3 %3 1 .7 %3 5 .0 %3 .3 %
C A T E G O R Y - P = 0 .0 0 0 1 2 7
C H I= 4 0 .2 9 5 3 7 2 ; D F = 2
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - G e n e ra l(3 5 3 )
1 - L o w2 - M id3 - H ig hT o ta l
(8 3 )(1 4 0 )(1 3 0 )3 5 3
2 3 .5 %3 9 .7 %3 6 .8 %1 .8 %
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e R o a d m a p s(1 3 5 )C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e T ra in in g , S e m in a rs, E d u c a tio n (1 3 7 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 2 5 )(5 8 )(8 9 )2 7 2
4 6 .0 %2 1 .3 %3 2 .7 %1 .4 %
1 (4 7 7 )
1 - L o w2 - M id3 - H ig hT o ta l
(7 8 )(1 6 5 )(2 3 4 )4 7 7
1 6 .4 %3 4 .6 %4 9 .1 %2 .5 %
1 (4 1 9 )
1 - L o w2 - M id3 - H ig hT o ta l
(2 0 2 )(9 6 )(1 2 1 )4 1 9
4 8 .2 %2 2 .9 %2 8 .9 %2 .2 %
C A T B IG 1 4 - 1 4 C o n tra c ts V a lu eP = 0 .0 0 5 4 7 9
C H I= 1 5 .0 1 8 6 9 2 ; D F = 2
0 (1 5 9 )
1 - L o w2 - M id3 - H ig hT o ta l
(6 2 )(3 4 )(6 3 )1 5 9
3 9 .0 %2 1 .4 %3 9 .6 %0 .8 %
1 (2 6 0 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 4 0 )(6 2 )(5 8 )2 6 0
5 3 .8 %2 3 .8 %2 2 .3 %1 .4 %
1 (1 3 9 6 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 8 8 )(5 8 7 )(6 2 1 )1 3 9 6
1 3 .5 %4 2 .0 %4 4 .5 %7 .3 %
1 (2 2 9 7 )
1 - L o w2 - M id3 - H ig hT o ta l
(4 4 9 )(5 7 2 )(1 2 7 6 )2 2 9 7
1 9 .5 %2 4 .9 %5 5 .6 %1 2 .0 %
C A T E G O R Y - P = 0 .0 0 0 0 0 0
C H I= 1 4 7 .7 8 2 6 5 2 ; D F = 4
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - F le xib ility & R e sp o n siv e n e ss(6 4 8 )S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ro a c tiv e (6 6 )
1 - L o w2 - M id3 - H ig hT o ta l
(2 0 2 )(2 1 4 )(2 9 8 )7 1 4
2 8 .3 %3 0 .0 %4 1 .7 %3 .7 %
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - L o c a l(9 2 )S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ric e (3 9 2 )
1 - L o w2 - M id3 - H ig hT o ta l
(9 8 )(1 5 7 )(2 2 9 )4 8 4
2 0 .2 %3 2 .4 %4 7 .3 %2 .5 %
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - Q u a lity(1 0 9 9 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 4 9 )(2 0 1 )(7 4 9 )1 0 9 9
1 3 .6 %1 8 .3 %6 8 .2 %5 .7 %
1 (2 6 1 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 5 )(3 1 )(2 1 5 )2 6 1
5 .7 %1 1 .9 %8 2 .4 %1 .4 %
1 (3 2 2 8 )
1 - L o w2 - M id3 - H ig hT o ta l
(6 0 7 )(5 7 8 )(2 0 4 3 )3 2 2 8
1 8 .8 %1 7 .9 %6 3 .3 %1 6 .8 %
C A T E G O R Y - P = 0 .0 0 0 0 0 0
C H I= 2 6 6 .8 8 0 8 0 8 ; D F = 4
S o lu tio n s / S o lu tio n s - A d a p tiv e (1 7 9 )S o lu tio n s / S o lu tio n s - P ric e (6 1 9 )S o lu tio n s / S o lu tio n s - V a lu e (2 8 1 )
1 - L o w2 - M id3 - H ig hT o ta l
(3 3 6 )(2 3 6 )(5 0 7 )1 0 7 9
3 1 .1 %2 1 .9 %4 7 .0 %5 .6 %
S o lu tio n s / S o lu tio n s - C o m p re h e n siv e (3 2 5 )S o lu tio n s / S o lu tio n s - In n o v a tio n (1 3 4 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 1 0 )(7 6 )(2 7 3 )4 5 9
2 4 .0 %1 6 .6 %5 9 .5 %2 .4 %
S o lu tio n s / S o lu tio n s - Q u a lity & R e lia b ility(1 6 9 0 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 6 1 )(2 6 6 )(1 2 6 3 )1 6 9 0
9 .5 %1 5 .7 %7 4 .7 %8 .8 %
1 (2 0 9 6 )
1 - L o w2 - M id3 - H ig hT o ta l
(4 8 5 )(6 3 5 )(9 7 6 )2 0 9 6
2 3 .1 %3 0 .3 %4 6 .6 %1 0 .9 %
C A T E G O R Y - P = 0 .0 0 0 0 0 0
C H I= 6 0 8 .9 1 9 7 1 8 ; D F = 6
H a rd w a re / H a rd w a re - C o m p u te rs/L a p to p s(2 1 6 )H a rd w a re / H a rd w a re - O S (2 7 )
H a rd w a re / H a rd w a re - V irtu a liza tio n (9 4 )
1 - L o w2 - M id3 - H ig hT o ta l
(7 4 )(1 5 3 )(1 1 0 )3 3 7
2 2 .0 %4 5 .4 %3 2 .6 %1 .8 %
H a rd w a re / H a rd w a re - Im p ro v e m e n ts(2 4 9 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 8 8 )(3 7 )(2 4 )2 4 9
7 5 .5 %1 4 .9 %9 .6 %1 .3 %
H a rd w a re / H a rd w a re - In n o v a tio n (3 0 )H a rd w a re / H a rd w a re - V a lu e (3 3 3 )H a rd w a re / H a rd w a re - P rin te rs(7 0 )H a rd w a re / H a rd w a re - S e rv e r(5 5 9 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 8 0 )(3 5 4 )(4 5 8 )9 9 2
1 8 .1 %3 5 .7 %4 6 .2 %5 .2 %
H a rd w a re / H a rd w a re - Q u a lity & R e lia b ility(5 1 8 )
1 - L o w2 - M id3 - H ig hT o ta l
(4 3 )(9 1 )(3 8 4 )5 1 8
8 .3 %1 7 .6 %7 4 .1 %2 .7 %
1
1 - L o w2 - M id3 - H ig hT o ta l
(2 5 6 )(1 2 8 )(1 6 6 )5 5 0
4 6 .5 %2 3 .3 %3 0 .2 %2 .9 %
C A T E G O R Y - P = 0 .0 0 0 0 0 0
C H I= 1 6 6 .0 5 4 8 5 7 ; D F = 6
S o ftw a re / S o ftw a re - C a p a b ilitie s(1 1 7 )
1 - L o w2 - M id3 - H ig hT o ta l
(3 4 )(4 3 )(4 0 )1 1 7
2 9 .1 %3 6 .8 %3 4 .2 %0 .6 %
S o ftw a re / S o ftw a re - Im p ro v e m e n ts(1 4 5 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 1 9 )(1 5 )(1 1 )1 4 5
8 2 .1 %1 0 .3 %7 .6 %0 .8 %
S o ftw a re / S o ftw a re - Q u a lity & R e lia b ility(1 1 7 )
1 - L o w2 - M id3 - H ig hT o ta l
(1 7 )(2 5 )(7 5 )1 1 7
1 4 .5 %2 1 .4 %6 4 .1 %0 .6 %
S o ftw a re / S o ftw a re - V a lu e (1 7 1 )
1 - L o w2 - M id3 - H ig hT o ta l
(8 6 )(4 5 )(4 0 )1 7 1
5 0 .3 %2 6 .3 %2 3 .4 %0 .9 %
SW
HW
Solution
Technical Support
Validating thematic patterns and sentiment
51
Product and Service Sentiment Differentiation
SW Improvement ~80% negative SW Value ~50% negative
SW Quality and Reliability ~65% positive
HW Improvement ~75% negative
HW Quality and Reliability ~75% positive
Solutions Quality and Reliability ~75% positive
Solutions Comprehensive and Innovation ~60% positive
Service and Technical Support – Quality ~70% positive
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 3 7 7 )
(5 1 4 2 )
(9 6 5 1 )
1 9 1 7 0
2 2 .8 %
2 6 .8 %
5 0 .3 %
C A T G 1 5 - 1 5 S o ftw a re
P = 0 .0 0 0 0 0 0
C H I= 1 8 7 .8 3 5 4 1 7 ; D F = 2
0
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 1 2 1 )
(5 0 1 4 )
(9 4 8 5 )
1 8 6 2 0
2 2 .1 %
2 6 .9 %
5 0 .9 %
9 7 .1 %
C A T G 1 0 - 1 0 H a rd w a re
P = 0 .0 0 0 4 7 6
C H I= 1 9 .9 0 5 1 3 7 ; D F = 2
0 (1 6 5 2 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 6 3 6 )
(4 3 7 9 )
(8 5 0 9 )
1 6 5 2 4
2 2 .0 %
2 6 .5 %
5 1 .5 %
8 6 .2 %
C A T G 1 6 - 1 6 S o lu tio n s
P = 0 .0 0 0 0 0 0
C H I= 2 3 8 .8 8 7 4 0 2 ; D F = 2
0 (1 3 2 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 0 2 9 )
(3 8 0 1 )
(6 4 6 6 )
1 3 2 9 6
2 2 .8 %
2 8 .6 %
4 8 .6 %
6 9 .4 %
C A T G 6 - 6 D e p th & B re a d th o f T e c h n o lo g y P o rtfo lio
P = 0 .0 0 0 0 0 0
C H I= 1 2 2 .2 4 8 2 6 6 ; D F = 2
0 (1 3 0 3 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 0 1 4 )
(3 7 7 0 )
(6 2 5 1 )
1 3 0 3 5
2 3 .1 %
2 8 .9 %
4 8 .0 %
6 8 .0 %
C A T G 1 4 - 1 4 S e rv ic e & T e c h n ic a l S u p p o rt
P = 0 .0 0 0 0 0 0
C H I= 6 4 .5 3 6 3 0 8 ; D F = 2
0 (1 0 7 3 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 5 6 5 )
(3 1 9 8 )
(4 9 7 5 )
1 0 7 3 8
2 3 .9 %
2 9 .8 %
4 6 .3 %
5 6 .0 %
C A T G 4 - 4 C o st/P ric e /V a lu e - G e n e ra l
P = 0 .0 0 0 0 0 0
C H I= 1 5 5 .1 8 8 5 7 1 ; D F = 2
0 (9 3 4 2 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 3 7 7 )
(2 6 1 1 )
(4 3 5 4 )
9 3 4 2
2 5 .4 %
2 7 .9 %
4 6 .6 %
4 8 .7 %
C A T G 3 - 3 C o n tra c ts
P = 0 .0 0 0 0 0 0
C H I= 1 2 2 .9 2 0 3 5 4 ; D F = 2
0 (8 9 2 3 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 1 7 5 )
(2 5 1 5 )
(4 2 3 3 )
8 9 2 3
2 4 .4 %
2 8 .2 %
4 7 .4 %
4 6 .5 %
C A T G 9 - 9 G lo b a l C o v e ra g e
P = 0 .0 0 0 2 8 6
C H I= 2 0 .9 2 1 8 4 3 ; D F = 2
0 (8 4 4 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 9 7 )
(2 3 5 0 )
(3 9 9 9 )
8 4 4 6
2 4 .8 %
2 7 .8 %
4 7 .3 %
4 4 .1 %
C A T G 5 - 5 C u sto m e r C o m m u n ic a tio n s & E d u c a tio n
P = 0 .0 0 0 0 0 0
C H I= 4 4 .6 1 9 3 1 1 ; D F = 2
0 (7 8 2 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 9 )
(2 1 5 2 )
(3 7 8 0 )
7 8 2 1
2 4 .2 %
2 7 .5 %
4 8 .3 %
4 0 .8 %
C A T G 1 - 1 A c c o u n t M g m t
P = 0 .0 0 0 0 0 0
C H I= 1 9 6 .3 7 7 5 7 0 ; D F = 2
0 (6 9 6 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 7 6 9 )
(2 0 2 3 )
(3 1 7 3 )
6 9 6 5
2 5 .4 %
2 9 .0 %
4 5 .6 %
3 6 .3 %
C A T G 2 - 2 C o n su ltin g S e rv ic e s
P = 0 .0 0 0 0 0 0
C H I= 7 7 .0 1 1 4 5 0 ; D F = 2
0 (6 8 0 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 6 8 1 )
(2 0 0 3 )
(3 1 2 0 )
6 8 0 4
2 4 .7 %
2 9 .4 %
4 5 .9 %
3 5 .5 %
1 (1 6 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 8 )
(2 0 )
(5 3 )
1 6 1
5 4 .7 %
1 2 .4 %
3 2 .9 %
0 .8 %
1 (8 5 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 2 0 )
(1 2 9 )
(6 0 7 )
8 5 6
1 4 .0 %
1 5 .1 %
7 0 .9 %
4 .5 %
1 (6 2 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 8 )
(1 9 8 )
(2 1 9 )
6 2 5
3 3 .3 %
3 1 .7 %
3 5 .0 %
3 .3 %
C A T E G O R Y -
P = 0 .0 0 0 1 2 7
C H I= 4 0 .2 9 5 3 7 2 ; D F = 2
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - G e n e ra l(3 5 3 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 3 )
(1 4 0 )
(1 3 0 )
3 5 3
2 3 .5 %
3 9 .7 %
3 6 .8 %
1 .8 %
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e R o a d m a p s(1 3 5 )
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e T ra in in g , S e m in a rs, E d u c a tio n (1 3 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 2 5 )
(5 8 )
(8 9 )
2 7 2
4 6 .0 %
2 1 .3 %
3 2 .7 %
1 .4 %
1 (4 7 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(7 8 )
(1 6 5 )
(2 3 4 )
4 7 7
1 6 .4 %
3 4 .6 %
4 9 .1 %
2 .5 %
1 (4 1 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 2 )
(9 6 )
(1 2 1 )
4 1 9
4 8 .2 %
2 2 .9 %
2 8 .9 %
2 .2 %
C A T B IG 1 4 - 1 4 C o n tra c ts V a lu e
P = 0 .0 0 5 4 7 9
C H I= 1 5 .0 1 8 6 9 2 ; D F = 2
0 (1 5 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(6 2 )
(3 4 )
(6 3 )
1 5 9
3 9 .0 %
2 1 .4 %
3 9 .6 %
0 .8 %
1 (2 6 0 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 4 0 )
(6 2 )
(5 8 )
2 6 0
5 3 .8 %
2 3 .8 %
2 2 .3 %
1 .4 %
1 (1 3 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 )
(5 8 7 )
(6 2 1 )
1 3 9 6
1 3 .5 %
4 2 .0 %
4 4 .5 %
7 .3 %
1 (2 2 9 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 4 9 )
(5 7 2 )
(1 2 7 6 )
2 2 9 7
1 9 .5 %
2 4 .9 %
5 5 .6 %
1 2 .0 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 1 4 7 .7 8 2 6 5 2 ; D F = 4
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - F le xib ility & R e sp o n siv e n e ss(6 4 8 )
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ro a c tiv e (6 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 2 )
(2 1 4 )
(2 9 8 )
7 1 4
2 8 .3 %
3 0 .0 %
4 1 .7 %
3 .7 %
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - L o c a l(9 2 )
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ric e (3 9 2 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(9 8 )
(1 5 7 )
(2 2 9 )
4 8 4
2 0 .2 %
3 2 .4 %
4 7 .3 %
2 .5 %
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - Q u a lity(1 0 9 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 4 9 )
(2 0 1 )
(7 4 9 )
1 0 9 9
1 3 .6 %
1 8 .3 %
6 8 .2 %
5 .7 %
1 (2 6 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 5 )
(3 1 )
(2 1 5 )
2 6 1
5 .7 %
1 1 .9 %
8 2 .4 %
1 .4 %
1 (3 2 2 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(6 0 7 )
(5 7 8 )
(2 0 4 3 )
3 2 2 8
1 8 .8 %
1 7 .9 %
6 3 .3 %
1 6 .8 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 2 6 6 .8 8 0 8 0 8 ; D F = 4
S o lu tio n s / S o lu tio n s - A d a p tiv e (1 7 9 )
S o lu tio n s / S o lu tio n s - P ric e (6 1 9 )
S o lu tio n s / S o lu tio n s - V a lu e (2 8 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 3 6 )
(2 3 6 )
(5 0 7 )
1 0 7 9
3 1 .1 %
2 1 .9 %
4 7 .0 %
5 .6 %
S o lu tio n s / S o lu tio n s - C o m p re h e n siv e (3 2 5 )
S o lu tio n s / S o lu tio n s - In n o v a tio n (1 3 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 1 0 )
(7 6 )
(2 7 3 )
4 5 9
2 4 .0 %
1 6 .6 %
5 9 .5 %
2 .4 %
S o lu tio n s / S o lu tio n s - Q u a lity & R e lia b ility(1 6 9 0 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 6 1 )
(2 6 6 )
(1 2 6 3 )
1 6 9 0
9 .5 %
1 5 .7 %
7 4 .7 %
8 .8 %
1 (2 0 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 8 5 )
(6 3 5 )
(9 7 6 )
2 0 9 6
2 3 .1 %
3 0 .3 %
4 6 .6 %
1 0 .9 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 6 0 8 .9 1 9 7 1 8 ; D F = 6
H a rd w a re / H a rd w a re - C o m p u te rs/L a p to p s(2 1 6 )
H a rd w a re / H a rd w a re - O S (2 7 )
H a rd w a re / H a rd w a re - V irtu a liza tio n (9 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(7 4 )
(1 5 3 )
(1 1 0 )
3 3 7
2 2 .0 %
4 5 .4 %
3 2 .6 %
1 .8 %
H a rd w a re / H a rd w a re - Im p ro v e m e n ts(2 4 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 )
(3 7 )
(2 4 )
2 4 9
7 5 .5 %
1 4 .9 %
9 .6 %
1 .3 %
H a rd w a re / H a rd w a re - In n o v a tio n (3 0 )
H a rd w a re / H a rd w a re - V a lu e (3 3 3 )
H a rd w a re / H a rd w a re - P rin te rs(7 0 )
H a rd w a re / H a rd w a re - S e rv e r(5 5 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 0 )
(3 5 4 )
(4 5 8 )
9 9 2
1 8 .1 %
3 5 .7 %
4 6 .2 %
5 .2 %
H a rd w a re / H a rd w a re - Q u a lity & R e lia b ility(5 1 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 3 )
(9 1 )
(3 8 4 )
5 1 8
8 .3 %
1 7 .6 %
7 4 .1 %
2 .7 %
1
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 5 6 )
(1 2 8 )
(1 6 6 )
5 5 0
4 6 .5 %
2 3 .3 %
3 0 .2 %
2 .9 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 1 6 6 .0 5 4 8 5 7 ; D F = 6
S o ftw a re / S o ftw a re - C a p a b ilitie s(1 1 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 4 )
(4 3 )
(4 0 )
1 1 7
2 9 .1 %
3 6 .8 %
3 4 .2 %
0 .6 %
S o ftw a re / S o ftw a re - Im p ro v e m e n ts(1 4 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 1 9 )
(1 5 )
(1 1 )
1 4 5
8 2 .1 %
1 0 .3 %
7 .6 %
0 .8 %
S o ftw a re / S o ftw a re - Q u a lity & R e lia b ility(1 1 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 7 )
(2 5 )
(7 5 )
1 1 7
1 4 .5 %
2 1 .4 %
6 4 .1 %
0 .6 %
S o ftw a re / S o ftw a re - V a lu e (1 7 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 6 )
(4 5 )
(4 0 )
1 7 1
5 0 .3 %
2 6 .3 %
2 3 .4 %
0 .9 %
SW
HW
Solution
Technical Support
Validating thematic patterns and sentiment
52
Conclusions
• Framing a strategic story is critical for demonstrating value – much easier to do with text
• Linking themes to structured data give metrics meaning
• Statistical analysis of thematic structure and sentiment offers validation capability
53
Appendix
54
Heat Map Data
Theme slides for total market heat map boxes
55
Box 2Software - Quality & ReliabilityBrand, Presence & CredibilityHardware - Quality & ReliabilityDepth & Breadth of Technology PortfolioAccount Mgmt - ResponsivenessAccount Mgmt - QualityAccount Mgmt - Knowledge & Expertise
Box 3Solutions - Quality & ReliabilityService & Technical Support - Quality
Note: themes are not ordered by importance
Box 1Relationship Value - Local
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
Total Market – Current State 2008
56
Note: themes are not ordered by importance
Box 4Integrated Solutions - Hardware & SoftwareHardware - OSHardware - InnovationContracts- QualityContracts - CommitmentConsulting Srvc - Knowledge & ExpertiseAccount Mgmt - Problem ResolutionAccount Mgmt - Local
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
Total Market – Current State 2008
57
Note: themes are not ordered by importance
Box 5 [Page 1/2]
Understanding Business NeedsTechnology Experience & ExpertiseSolutions - ValueSolutions - InnovationSolutions - ComprehensiveSolutions – AdaptiveSoftware - CapabilitiesService & Technical Support - ProactiveService & Technical Support - PriceService & Technical Support - LocalRelationship Value - Long-term ViewRelationship Value - Executive EngagementIntegrated Solutions - HardwareHardware - VirtualizationHardware - ValueHardware - PrintersHardware - Computers/Laptops
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
Total Market – Current State 2008
58
Note: themes are not ordered by importance
Box 5 [Page 2/2]
Global Coverage - Support & Technical ServiceGlobal Coverage - SolutionsGlobal Coverage - Account MgmtFulfillment - SpeedFulfillment - CommitmentEase of Doing Business - Simplify Processes (Pricing, Quoting, Ordering, Invoicing, Contracts, Terms)
Ease of Doing Business - Fewer Silos / Less BureaucracyCustomer Communications & Education - GeneralCost/Price/Value - General - ValueContracts - Post-SaleAccount Mgmt - SupportAccount Mgmt - Communication
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
Total Market – Current State 2008
59
Note: themes are not ordered by importance
Box 5 [Page 2/2]
Global Coverage - Support & Technical ServiceGlobal Coverage - SolutionsGlobal Coverage - Account MgmtFulfillment - SpeedFulfillment - CommitmentEase of Doing Business - Simplify Processes (Pricing, Quoting, Ordering, Invoicing, Contracts, Terms)
Ease of Doing Business - Fewer Silos / Less BureaucracyCustomer Communications & Education - GeneralCost/Price/Value - General - ValueContracts - Post-SaleAccount Mgmt - SupportAccount Mgmt - Communication
Total Market – Current State 2008
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
60
Note: themes are not ordered by importance
Box 6Solutions - PriceService & Technical Support - Flexibility & ResponsivenessRelationship Value - PartneringRelationship Value - CommunicateIntegrated Solutions - GeneralHardware - ServerEase of Doing Business - Flexibility & ResponsivenessCost/Price/Value - General - Pricing
Box 7Consulting Service - Offerings
Total Market – Current State 2008
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
61
Note: themes are not ordered by importance
Box 9----no themes---
Box 8Software - ValueSoftware - ImprovementsIntegrated Solutions - SoftwareHardware - ImprovementsEase of Doing Business - Ownership / Follow-throughCustomer Communications & Education - Provide Training, Seminars, EducationCustomer Communications & Education - Provide RoadmapsContracts - ValueConsulting Services - Value
Total Market – Current State 2008
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
62
Box 2Software - ValueService & Technical Support - ProactiveGlobal Coverage - SolutionsContracts - Post-SaleConsulting Services - ValueAccount Mgmt - Local
Box 3Software - Quality & ReliabilityBrand, Presence & CredibilityHardware - Virtualization
Note: themes are not ordered by importance
Box 1Integrated Solutions - Hardware
Total Market – Year over Year Changes
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
63
Note: themes are not ordered by importance
Box 8Understanding Business NeedsRelationship Value - Long-term ViewHardware - InnovationHardware - ImprovementsCustomer Communications & Education - Provide Training, Seminars, EducationCustomer Communications & Education - Provide RoadmapsContracts - Value
Box 9Integrated Solutions - SoftwareEase of Doing Business - Simplify Processes (Pricing, Quoting, Ordering, Invoicing, Contracts, Terms)
Total Market – Year over Year Changes
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
64
Structured Data: Repurchase
Heat map boxes
65
Box 2Software - Quality & ReliabilityFulfillment – CommitmentDepth & Breadth of Technology PortfolioAccount Mgmt - SupportAccount Mgmt - ResponsivenessAccount Mgmt - QualityAccount Mgmt - Knowledge & Expertise
Box 3Solutions - Quality & ReliabilityService & Technical Support - Quality
Note: themes are not ordered by importance
Total Market Repurchase Top Box – Current State 2008
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
66
Note: themes are not ordered by importance
Box 9----no themes---
Box 8Software - ValueSoftware - ImprovementsIntegrated Solutions - SoftwareHardware - ImprovementsFulfillment – SpeedCustomer Communications & Education - Provide Training, Seminars, EducationCustomer Communications & Education - Provide RoadmapsContracts - ValueConsulting Services - ValueConsulting Services - Offerings
Total Market Repurchase Top Box – Current State 2008
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
67
Box 2Software - Quality & ReliabilityRelationship Value - Long-term ViewBrand, Presence & CredibilityHardware - ServerHardware - Quality & ReliabilityDepth & Breadth of Technology Portfolio
Box 3Solutions - Quality & Reliability
Note: themes are not ordered by importance
Total Market Repurchase Bottom 3 Boxes – Current State 2008
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
68
Note: themes are not ordered by importance
Box 9----no themes---
Box 8Software - ImprovementsService & Technical Support - ProactiveRelationship Value - Executive EngagementHardware - ImprovementsEase of Doing Business - Simplify Processes (Pricing, Quoting, Ordering, Invoicing, Contracts, Terms)
Ease of Doing Business - Ownership / Follow-throughContracts - CommitmentConsulting Services - Value
Total Market Repurchase Bottom 3 Boxes – Current State 2008
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
69
Structured Data: Account Types
Heat map boxes
70
Box 2Brand, Presence & CredibilityHardware - VirtualizationHardware - Quality & ReliabilityDepth & Breadth of Technology PortfolioAccount Mgmt - QualityAccount Mgmt - Knowledge & Expertise
Box 3Solutions - Quality & ReliabilityService & Technical Support - Quality
Note: themes are not ordered by importance
2008 Account Type – One to Many
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
71
Note: themes are not ordered by importance
Box 9----no themes---
Box 8Software - ValueSoftware - ImprovementsIntegrated Solutions - SoftwareHardware - ImprovementsFulfillment - SpeedCustomer Communications & Education - Provide Training, Seminars, EducationCustomer Communications & Education - Provide RoadmapsConsulting Services - ValueConsulting Services - Offerings
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
2008 Account Type – One to Many
72
Box 2Software - Quality & ReliabilityBrand, Presence & CredibilityHardware - Quality & ReliabilityFulfillment - CommitmentDepth & Breadth of Technology PortfolioAccount Mgmt - ResponsivenessAccount Mgmt - QualityAccount Mgmt - Knowledge & Expertise
Box 3Solutions - Quality & ReliabilityRelationship Value - Partnering
Note: themes are not ordered by importance
2008 Account Type – High Density
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
73
Note: themes are not ordered by importance
Box 9----no themes---
Box 8Software - ValueSoftware - ImprovementsIntegrated Solutions - SoftwareHardware - ImprovementsEase of Doing Business - Ownership / Follow-throughCustomer Communications & Education - Provide Training, Seminars, EducationContracts - ValueConsulting Services - ValueConsulting Services - Offerings
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
2008 Account Type – High Density
74
2008 Relationship Themes
Theme slides for heat map boxes: Strategic Partner – Solutions Provider – Transactional
75
Box 2Relationship Value - Executive EngagementDepth & Breadth of Technology PortfolioAccount Mgmt - SupportAccount Mgmt - ResponsivenessAccount Mgmt - QualityAccount Mgmt - Knowledge & Expertise
Box 3Relationship Value - Partnering
Note: themes are not ordered by importance
2008 Relationship – Strategic Partner
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
76
Note: themes are not ordered by importance
Box 9----no themes---
Box 8Software - ValueSoftware - ImprovementsSoftware - CapabilitiesIntegrated Solutions - SoftwareHardware - ImprovementsEase of Doing Business - Simplify Processes (Pricing, Quoting, Ordering, Invoicing, Contracts, Terms)
Ease of Doing Business - Ownership / Follow-throughContracts - ValueConsulting Services - ValueConsulting Services - Offerings
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
2008 Relationship – Strategic Partner
77
Box 2Technology Experience & ExpertiseBrand, Presence & CredibilityHardware - Quality & ReliabilityFulfillment - CommitmentDepth & Breadth of Technology PortfolioAccount Mgmt – QualityAccount Mgmt - Knowledge & Expertise
Box 3Solutions - Quality & ReliabilityService & Technical Support - Quality
Note: themes are not ordered by importance
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
2008 Relationship – Solution Provider
78
Note: themes are not ordered by importance
Box 9----no themes---
Box 8Software - ValueSoftware - ImprovementsRelationship Value - Executive EngagementHardware - ImprovementsFulfillment - SpeedEase of Doing Business - Ownership / Follow-throughCustomer Communications & Education - Provide Training, Seminars, EducationCustomer Communications & Education - Provide RoadmapsContracts - Value
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
2008 Relationship – Solution Provider
79
Box 2Software - Quality & ReliabilityIntegrated Solutions - HardwareBrand, Presence & CredibilityHardware - Quality & ReliabilityGlobal Coverage - Support & Technical ServiceDepth & Breadth of Technology PortfolioAccount Mgmt - QualityAccount Mgmt - Knowledge & Expertise
Box 3Solutions - Quality & ReliabilityService & Technical Support - Quality
Note: themes are not ordered by importance
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
2008 Relationship – Transactional
80
Note: themes are not ordered by importance
Box 9----no themes---
Box 8Software - ValueSoftware - ImprovementsHardware - ImprovementsCustomer Communications & Education - Provide Training, Seminars, EducationCustomer Communications & Education - Provide RoadmapsContracts - ValueConsulting Services - ValueConsulting Services - Offerings
7
4
1
8
5
2
9
6
3
Low Med Hi
LowM
edH
i
Sentiment
Volume
Box Names
2008 Relationship – Transactional
81
Chaid Branches
82
Software Branch
SW Improvement ~80% negative SW Value ~50% negative
SW Quality and Reliability ~65% positive
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 3 7 7 )
(5 1 4 2 )
(9 6 5 1 )
1 9 1 7 0
2 2 .8 %
2 6 .8 %
5 0 .3 %
C A T G 1 5 - 1 5 S o ftw a re
P = 0 .0 0 0 0 0 0
C H I= 1 8 7 .8 3 5 4 1 7 ; D F = 2
0
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 1 2 1 )
(5 0 1 4 )
(9 4 8 5 )
1 8 6 2 0
2 2 .1 %
2 6 .9 %
5 0 .9 %
9 7 .1 %
C A T G 1 0 - 1 0 H a rd w a re
P = 0 .0 0 0 4 7 6
C H I= 1 9 .9 0 5 1 3 7 ; D F = 2
0 (1 6 5 2 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 6 3 6 )
(4 3 7 9 )
(8 5 0 9 )
1 6 5 2 4
2 2 .0 %
2 6 .5 %
5 1 .5 %
8 6 .2 %
C A T G 1 6 - 1 6 S o lu tio n s
P = 0 .0 0 0 0 0 0
C H I= 2 3 8 .8 8 7 4 0 2 ; D F = 2
0 (1 3 2 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 0 2 9 )
(3 8 0 1 )
(6 4 6 6 )
1 3 2 9 6
2 2 .8 %
2 8 .6 %
4 8 .6 %
6 9 .4 %
C A T G 6 - 6 D e p th & B re a d th o f T e c h n o lo g y P o rtfo lio
P = 0 .0 0 0 0 0 0
C H I= 1 2 2 .2 4 8 2 6 6 ; D F = 2
0 (1 3 0 3 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 0 1 4 )
(3 7 7 0 )
(6 2 5 1 )
1 3 0 3 5
2 3 .1 %
2 8 .9 %
4 8 .0 %
6 8 .0 %
C A T G 1 4 - 1 4 S e rv ic e & T e c h n ic a l S u p p o rt
P = 0 .0 0 0 0 0 0
C H I= 6 4 .5 3 6 3 0 8 ; D F = 2
0 (1 0 7 3 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 5 6 5 )
(3 1 9 8 )
(4 9 7 5 )
1 0 7 3 8
2 3 .9 %
2 9 .8 %
4 6 .3 %
5 6 .0 %
C A T G 4 - 4 C o st/P ric e /V a lu e - G e n e ra l
P = 0 .0 0 0 0 0 0
C H I= 1 5 5 .1 8 8 5 7 1 ; D F = 2
0 (9 3 4 2 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 3 7 7 )
(2 6 1 1 )
(4 3 5 4 )
9 3 4 2
2 5 .4 %
2 7 .9 %
4 6 .6 %
4 8 .7 %
C A T G 3 - 3 C o n tra c ts
P = 0 .0 0 0 0 0 0
C H I= 1 2 2 .9 2 0 3 5 4 ; D F = 2
0 (8 9 2 3 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 1 7 5 )
(2 5 1 5 )
(4 2 3 3 )
8 9 2 3
2 4 .4 %
2 8 .2 %
4 7 .4 %
4 6 .5 %
C A T G 9 - 9 G lo b a l C o v e ra g e
P = 0 .0 0 0 2 8 6
C H I= 2 0 .9 2 1 8 4 3 ; D F = 2
0 (8 4 4 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 9 7 )
(2 3 5 0 )
(3 9 9 9 )
8 4 4 6
2 4 .8 %
2 7 .8 %
4 7 .3 %
4 4 .1 %
C A T G 5 - 5 C u sto m e r C o m m u n ic a tio n s & E d u c a tio n
P = 0 .0 0 0 0 0 0
C H I= 4 4 .6 1 9 3 1 1 ; D F = 2
0 (7 8 2 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 9 )
(2 1 5 2 )
(3 7 8 0 )
7 8 2 1
2 4 .2 %
2 7 .5 %
4 8 .3 %
4 0 .8 %
C A T G 1 - 1 A c c o u n t M g m t
P = 0 .0 0 0 0 0 0
C H I= 1 9 6 .3 7 7 5 7 0 ; D F = 2
0 (6 9 6 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 7 6 9 )
(2 0 2 3 )
(3 1 7 3 )
6 9 6 5
2 5 .4 %
2 9 .0 %
4 5 .6 %
3 6 .3 %
C A T G 2 - 2 C o n su ltin g S e rv ic e s
P = 0 .0 0 0 0 0 0
C H I= 7 7 .0 1 1 4 5 0 ; D F = 2
0 (6 8 0 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 6 8 1 )
(2 0 0 3 )
(3 1 2 0 )
6 8 0 4
2 4 .7 %
2 9 .4 %
4 5 .9 %
3 5 .5 %
1 (1 6 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 8 )
(2 0 )
(5 3 )
1 6 1
5 4 .7 %
1 2 .4 %
3 2 .9 %
0 .8 %
1 (8 5 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 2 0 )
(1 2 9 )
(6 0 7 )
8 5 6
1 4 .0 %
1 5 .1 %
7 0 .9 %
4 .5 %
1 (6 2 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 8 )
(1 9 8 )
(2 1 9 )
6 2 5
3 3 .3 %
3 1 .7 %
3 5 .0 %
3 .3 %
C A T E G O R Y -
P = 0 .0 0 0 1 2 7
C H I= 4 0 .2 9 5 3 7 2 ; D F = 2
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - G e n e ra l(3 5 3 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 3 )
(1 4 0 )
(1 3 0 )
3 5 3
2 3 .5 %
3 9 .7 %
3 6 .8 %
1 .8 %
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e R o a d m a p s(1 3 5 )
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e T ra in in g , S e m in a rs, E d u c a tio n (1 3 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 2 5 )
(5 8 )
(8 9 )
2 7 2
4 6 .0 %
2 1 .3 %
3 2 .7 %
1 .4 %
1 (4 7 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(7 8 )
(1 6 5 )
(2 3 4 )
4 7 7
1 6 .4 %
3 4 .6 %
4 9 .1 %
2 .5 %
1 (4 1 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 2 )
(9 6 )
(1 2 1 )
4 1 9
4 8 .2 %
2 2 .9 %
2 8 .9 %
2 .2 %
C A T B IG 1 4 - 1 4 C o n tra c ts V a lu e
P = 0 .0 0 5 4 7 9
C H I= 1 5 .0 1 8 6 9 2 ; D F = 2
0 (1 5 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(6 2 )
(3 4 )
(6 3 )
1 5 9
3 9 .0 %
2 1 .4 %
3 9 .6 %
0 .8 %
1 (2 6 0 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 4 0 )
(6 2 )
(5 8 )
2 6 0
5 3 .8 %
2 3 .8 %
2 2 .3 %
1 .4 %
1 (1 3 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 )
(5 8 7 )
(6 2 1 )
1 3 9 6
1 3 .5 %
4 2 .0 %
4 4 .5 %
7 .3 %
1 (2 2 9 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 4 9 )
(5 7 2 )
(1 2 7 6 )
2 2 9 7
1 9 .5 %
2 4 .9 %
5 5 .6 %
1 2 .0 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 1 4 7 .7 8 2 6 5 2 ; D F = 4
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - F le xib ility & R e sp o n siv e n e ss(6 4 8 )
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ro a c tiv e (6 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 2 )
(2 1 4 )
(2 9 8 )
7 1 4
2 8 .3 %
3 0 .0 %
4 1 .7 %
3 .7 %
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - L o c a l(9 2 )
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ric e (3 9 2 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(9 8 )
(1 5 7 )
(2 2 9 )
4 8 4
2 0 .2 %
3 2 .4 %
4 7 .3 %
2 .5 %
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - Q u a lity(1 0 9 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 4 9 )
(2 0 1 )
(7 4 9 )
1 0 9 9
1 3 .6 %
1 8 .3 %
6 8 .2 %
5 .7 %
1 (2 6 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 5 )
(3 1 )
(2 1 5 )
2 6 1
5 .7 %
1 1 .9 %
8 2 .4 %
1 .4 %
1 (3 2 2 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(6 0 7 )
(5 7 8 )
(2 0 4 3 )
3 2 2 8
1 8 .8 %
1 7 .9 %
6 3 .3 %
1 6 .8 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 2 6 6 .8 8 0 8 0 8 ; D F = 4
S o lu tio n s / S o lu tio n s - A d a p tiv e (1 7 9 )
S o lu tio n s / S o lu tio n s - P ric e (6 1 9 )
S o lu tio n s / S o lu tio n s - V a lu e (2 8 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 3 6 )
(2 3 6 )
(5 0 7 )
1 0 7 9
3 1 .1 %
2 1 .9 %
4 7 .0 %
5 .6 %
S o lu tio n s / S o lu tio n s - C o m p re h e n siv e (3 2 5 )
S o lu tio n s / S o lu tio n s - In n o v a tio n (1 3 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 1 0 )
(7 6 )
(2 7 3 )
4 5 9
2 4 .0 %
1 6 .6 %
5 9 .5 %
2 .4 %
S o lu tio n s / S o lu tio n s - Q u a lity & R e lia b ility(1 6 9 0 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 6 1 )
(2 6 6 )
(1 2 6 3 )
1 6 9 0
9 .5 %
1 5 .7 %
7 4 .7 %
8 .8 %
1 (2 0 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 8 5 )
(6 3 5 )
(9 7 6 )
2 0 9 6
2 3 .1 %
3 0 .3 %
4 6 .6 %
1 0 .9 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 6 0 8 .9 1 9 7 1 8 ; D F = 6
H a rd w a re / H a rd w a re - C o m p u te rs/L a p to p s(2 1 6 )
H a rd w a re / H a rd w a re - O S (2 7 )
H a rd w a re / H a rd w a re - V irtu a liza tio n (9 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(7 4 )
(1 5 3 )
(1 1 0 )
3 3 7
2 2 .0 %
4 5 .4 %
3 2 .6 %
1 .8 %
H a rd w a re / H a rd w a re - Im p ro v e m e n ts(2 4 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 )
(3 7 )
(2 4 )
2 4 9
7 5 .5 %
1 4 .9 %
9 .6 %
1 .3 %
H a rd w a re / H a rd w a re - In n o v a tio n (3 0 )
H a rd w a re / H a rd w a re - V a lu e (3 3 3 )
H a rd w a re / H a rd w a re - P rin te rs(7 0 )
H a rd w a re / H a rd w a re - S e rv e r(5 5 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 0 )
(3 5 4 )
(4 5 8 )
9 9 2
1 8 .1 %
3 5 .7 %
4 6 .2 %
5 .2 %
H a rd w a re / H a rd w a re - Q u a lity & R e lia b ility(5 1 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 3 )
(9 1 )
(3 8 4 )
5 1 8
8 .3 %
1 7 .6 %
7 4 .1 %
2 .7 %
1
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 5 6 )
(1 2 8 )
(1 6 6 )
5 5 0
4 6 .5 %
2 3 .3 %
3 0 .2 %
2 .9 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 1 6 6 .0 5 4 8 5 7 ; D F = 6
S o ftw a re / S o ftw a re - C a p a b ilitie s(1 1 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 4 )
(4 3 )
(4 0 )
1 1 7
2 9 .1 %
3 6 .8 %
3 4 .2 %
0 .6 %
S o ftw a re / S o ftw a re - Im p ro v e m e n ts(1 4 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 1 9 )
(1 5 )
(1 1 )
1 4 5
8 2 .1 %
1 0 .3 %
7 .6 %
0 .8 %
S o ftw a re / S o ftw a re - Q u a lity & R e lia b ility(1 1 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 7 )
(2 5 )
(7 5 )
1 1 7
1 4 .5 %
2 1 .4 %
6 4 .1 %
0 .6 %
S o ftw a re / S o ftw a re - V a lu e (1 7 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 6 )
(4 5 )
(4 0 )
1 7 1
5 0 .3 %
2 6 .3 %
2 3 .4 %
0 .9 %
SW
HW
Solution
Technical Support
Validating thematic patterns and sentiment
83
Hardware Branch
HW Improvement ~75% negative
HW Quality and Reliability ~75% positive
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 3 7 7 )
(5 1 4 2 )
(9 6 5 1 )
1 9 1 7 0
2 2 .8 %
2 6 .8 %
5 0 .3 %
C A T G 1 5 - 1 5 S o ftw a re
P = 0 .0 0 0 0 0 0
C H I= 1 8 7 .8 3 5 4 1 7 ; D F = 2
0
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 1 2 1 )
(5 0 1 4 )
(9 4 8 5 )
1 8 6 2 0
2 2 .1 %
2 6 .9 %
5 0 .9 %
9 7 .1 %
C A T G 1 0 - 1 0 H a rd w a re
P = 0 .0 0 0 4 7 6
C H I= 1 9 .9 0 5 1 3 7 ; D F = 2
0 (1 6 5 2 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 6 3 6 )
(4 3 7 9 )
(8 5 0 9 )
1 6 5 2 4
2 2 .0 %
2 6 .5 %
5 1 .5 %
8 6 .2 %
C A T G 1 6 - 1 6 S o lu tio n s
P = 0 .0 0 0 0 0 0
C H I= 2 3 8 .8 8 7 4 0 2 ; D F = 2
0 (1 3 2 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 0 2 9 )
(3 8 0 1 )
(6 4 6 6 )
1 3 2 9 6
2 2 .8 %
2 8 .6 %
4 8 .6 %
6 9 .4 %
C A T G 6 - 6 D e p th & B re a d th o f T e c h n o lo g y P o rtfo lio
P = 0 .0 0 0 0 0 0
C H I= 1 2 2 .2 4 8 2 6 6 ; D F = 2
0 (1 3 0 3 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 0 1 4 )
(3 7 7 0 )
(6 2 5 1 )
1 3 0 3 5
2 3 .1 %
2 8 .9 %
4 8 .0 %
6 8 .0 %
C A T G 1 4 - 1 4 S e rv ic e & T e c h n ic a l S u p p o rt
P = 0 .0 0 0 0 0 0
C H I= 6 4 .5 3 6 3 0 8 ; D F = 2
0 (1 0 7 3 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 5 6 5 )
(3 1 9 8 )
(4 9 7 5 )
1 0 7 3 8
2 3 .9 %
2 9 .8 %
4 6 .3 %
5 6 .0 %
C A T G 4 - 4 C o st/P ric e /V a lu e - G e n e ra l
P = 0 .0 0 0 0 0 0
C H I= 1 5 5 .1 8 8 5 7 1 ; D F = 2
0 (9 3 4 2 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 3 7 7 )
(2 6 1 1 )
(4 3 5 4 )
9 3 4 2
2 5 .4 %
2 7 .9 %
4 6 .6 %
4 8 .7 %
C A T G 3 - 3 C o n tra c ts
P = 0 .0 0 0 0 0 0
C H I= 1 2 2 .9 2 0 3 5 4 ; D F = 2
0 (8 9 2 3 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 1 7 5 )
(2 5 1 5 )
(4 2 3 3 )
8 9 2 3
2 4 .4 %
2 8 .2 %
4 7 .4 %
4 6 .5 %
C A T G 9 - 9 G lo b a l C o v e ra g e
P = 0 .0 0 0 2 8 6
C H I= 2 0 .9 2 1 8 4 3 ; D F = 2
0 (8 4 4 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 9 7 )
(2 3 5 0 )
(3 9 9 9 )
8 4 4 6
2 4 .8 %
2 7 .8 %
4 7 .3 %
4 4 .1 %
C A T G 5 - 5 C u sto m e r C o m m u n ic a tio n s & E d u c a tio n
P = 0 .0 0 0 0 0 0
C H I= 4 4 .6 1 9 3 1 1 ; D F = 2
0 (7 8 2 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 9 )
(2 1 5 2 )
(3 7 8 0 )
7 8 2 1
2 4 .2 %
2 7 .5 %
4 8 .3 %
4 0 .8 %
C A T G 1 - 1 A c c o u n t M g m t
P = 0 .0 0 0 0 0 0
C H I= 1 9 6 .3 7 7 5 7 0 ; D F = 2
0 (6 9 6 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 7 6 9 )
(2 0 2 3 )
(3 1 7 3 )
6 9 6 5
2 5 .4 %
2 9 .0 %
4 5 .6 %
3 6 .3 %
C A T G 2 - 2 C o n su ltin g S e rv ic e s
P = 0 .0 0 0 0 0 0
C H I= 7 7 .0 1 1 4 5 0 ; D F = 2
0 (6 8 0 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 6 8 1 )
(2 0 0 3 )
(3 1 2 0 )
6 8 0 4
2 4 .7 %
2 9 .4 %
4 5 .9 %
3 5 .5 %
1 (1 6 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 8 )
(2 0 )
(5 3 )
1 6 1
5 4 .7 %
1 2 .4 %
3 2 .9 %
0 .8 %
1 (8 5 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 2 0 )
(1 2 9 )
(6 0 7 )
8 5 6
1 4 .0 %
1 5 .1 %
7 0 .9 %
4 .5 %
1 (6 2 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 8 )
(1 9 8 )
(2 1 9 )
6 2 5
3 3 .3 %
3 1 .7 %
3 5 .0 %
3 .3 %
C A T E G O R Y -
P = 0 .0 0 0 1 2 7
C H I= 4 0 .2 9 5 3 7 2 ; D F = 2
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - G e n e ra l(3 5 3 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 3 )
(1 4 0 )
(1 3 0 )
3 5 3
2 3 .5 %
3 9 .7 %
3 6 .8 %
1 .8 %
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e R o a d m a p s(1 3 5 )
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e T ra in in g , S e m in a rs, E d u c a tio n (1 3 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 2 5 )
(5 8 )
(8 9 )
2 7 2
4 6 .0 %
2 1 .3 %
3 2 .7 %
1 .4 %
1 (4 7 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(7 8 )
(1 6 5 )
(2 3 4 )
4 7 7
1 6 .4 %
3 4 .6 %
4 9 .1 %
2 .5 %
1 (4 1 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 2 )
(9 6 )
(1 2 1 )
4 1 9
4 8 .2 %
2 2 .9 %
2 8 .9 %
2 .2 %
C A T B IG 1 4 - 1 4 C o n tra c ts V a lu e
P = 0 .0 0 5 4 7 9
C H I= 1 5 .0 1 8 6 9 2 ; D F = 2
0 (1 5 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(6 2 )
(3 4 )
(6 3 )
1 5 9
3 9 .0 %
2 1 .4 %
3 9 .6 %
0 .8 %
1 (2 6 0 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 4 0 )
(6 2 )
(5 8 )
2 6 0
5 3 .8 %
2 3 .8 %
2 2 .3 %
1 .4 %
1 (1 3 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 )
(5 8 7 )
(6 2 1 )
1 3 9 6
1 3 .5 %
4 2 .0 %
4 4 .5 %
7 .3 %
1 (2 2 9 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 4 9 )
(5 7 2 )
(1 2 7 6 )
2 2 9 7
1 9 .5 %
2 4 .9 %
5 5 .6 %
1 2 .0 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 1 4 7 .7 8 2 6 5 2 ; D F = 4
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - F le xib ility & R e sp o n siv e n e ss(6 4 8 )
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ro a c tiv e (6 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 2 )
(2 1 4 )
(2 9 8 )
7 1 4
2 8 .3 %
3 0 .0 %
4 1 .7 %
3 .7 %
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - L o c a l(9 2 )
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ric e (3 9 2 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(9 8 )
(1 5 7 )
(2 2 9 )
4 8 4
2 0 .2 %
3 2 .4 %
4 7 .3 %
2 .5 %
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - Q u a lity(1 0 9 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 4 9 )
(2 0 1 )
(7 4 9 )
1 0 9 9
1 3 .6 %
1 8 .3 %
6 8 .2 %
5 .7 %
1 (2 6 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 5 )
(3 1 )
(2 1 5 )
2 6 1
5 .7 %
1 1 .9 %
8 2 .4 %
1 .4 %
1 (3 2 2 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(6 0 7 )
(5 7 8 )
(2 0 4 3 )
3 2 2 8
1 8 .8 %
1 7 .9 %
6 3 .3 %
1 6 .8 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 2 6 6 .8 8 0 8 0 8 ; D F = 4
S o lu tio n s / S o lu tio n s - A d a p tiv e (1 7 9 )
S o lu tio n s / S o lu tio n s - P ric e (6 1 9 )
S o lu tio n s / S o lu tio n s - V a lu e (2 8 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 3 6 )
(2 3 6 )
(5 0 7 )
1 0 7 9
3 1 .1 %
2 1 .9 %
4 7 .0 %
5 .6 %
S o lu tio n s / S o lu tio n s - C o m p re h e n siv e (3 2 5 )
S o lu tio n s / S o lu tio n s - In n o v a tio n (1 3 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 1 0 )
(7 6 )
(2 7 3 )
4 5 9
2 4 .0 %
1 6 .6 %
5 9 .5 %
2 .4 %
S o lu tio n s / S o lu tio n s - Q u a lity & R e lia b ility(1 6 9 0 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 6 1 )
(2 6 6 )
(1 2 6 3 )
1 6 9 0
9 .5 %
1 5 .7 %
7 4 .7 %
8 .8 %
1 (2 0 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 8 5 )
(6 3 5 )
(9 7 6 )
2 0 9 6
2 3 .1 %
3 0 .3 %
4 6 .6 %
1 0 .9 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 6 0 8 .9 1 9 7 1 8 ; D F = 6
H a rd w a re / H a rd w a re - C o m p u te rs/L a p to p s(2 1 6 )
H a rd w a re / H a rd w a re - O S (2 7 )
H a rd w a re / H a rd w a re - V irtu a liza tio n (9 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(7 4 )
(1 5 3 )
(1 1 0 )
3 3 7
2 2 .0 %
4 5 .4 %
3 2 .6 %
1 .8 %
H a rd w a re / H a rd w a re - Im p ro v e m e n ts(2 4 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 )
(3 7 )
(2 4 )
2 4 9
7 5 .5 %
1 4 .9 %
9 .6 %
1 .3 %
H a rd w a re / H a rd w a re - In n o v a tio n (3 0 )
H a rd w a re / H a rd w a re - V a lu e (3 3 3 )
H a rd w a re / H a rd w a re - P rin te rs(7 0 )
H a rd w a re / H a rd w a re - S e rv e r(5 5 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 0 )
(3 5 4 )
(4 5 8 )
9 9 2
1 8 .1 %
3 5 .7 %
4 6 .2 %
5 .2 %
H a rd w a re / H a rd w a re - Q u a lity & R e lia b ility(5 1 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 3 )
(9 1 )
(3 8 4 )
5 1 8
8 .3 %
1 7 .6 %
7 4 .1 %
2 .7 %
1
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 5 6 )
(1 2 8 )
(1 6 6 )
5 5 0
4 6 .5 %
2 3 .3 %
3 0 .2 %
2 .9 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 1 6 6 .0 5 4 8 5 7 ; D F = 6
S o ftw a re / S o ftw a re - C a p a b ilitie s(1 1 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 4 )
(4 3 )
(4 0 )
1 1 7
2 9 .1 %
3 6 .8 %
3 4 .2 %
0 .6 %
S o ftw a re / S o ftw a re - Im p ro v e m e n ts(1 4 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 1 9 )
(1 5 )
(1 1 )
1 4 5
8 2 .1 %
1 0 .3 %
7 .6 %
0 .8 %
S o ftw a re / S o ftw a re - Q u a lity & R e lia b ility(1 1 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 7 )
(2 5 )
(7 5 )
1 1 7
1 4 .5 %
2 1 .4 %
6 4 .1 %
0 .6 %
S o ftw a re / S o ftw a re - V a lu e (1 7 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 6 )
(4 5 )
(4 0 )
1 7 1
5 0 .3 %
2 6 .3 %
2 3 .4 %
0 .9 %
SW
HW
Solution
Technical Support
Validating thematic patterns and sentiment
84
Solutions Branch
Solutions Quality and Reliability ~75% positive
Solutions Comprehensive and Innovation ~60% positive
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 3 7 7 )
(5 1 4 2 )
(9 6 5 1 )
1 9 1 7 0
2 2 .8 %
2 6 .8 %
5 0 .3 %
C A T G 1 5 - 1 5 S o ftw a re
P = 0 .0 0 0 0 0 0
C H I= 1 8 7 .8 3 5 4 1 7 ; D F = 2
0
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 1 2 1 )
(5 0 1 4 )
(9 4 8 5 )
1 8 6 2 0
2 2 .1 %
2 6 .9 %
5 0 .9 %
9 7 .1 %
C A T G 1 0 - 1 0 H a rd w a re
P = 0 .0 0 0 4 7 6
C H I= 1 9 .9 0 5 1 3 7 ; D F = 2
0 (1 6 5 2 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 6 3 6 )
(4 3 7 9 )
(8 5 0 9 )
1 6 5 2 4
2 2 .0 %
2 6 .5 %
5 1 .5 %
8 6 .2 %
C A T G 1 6 - 1 6 S o lu tio n s
P = 0 .0 0 0 0 0 0
C H I= 2 3 8 .8 8 7 4 0 2 ; D F = 2
0 (1 3 2 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 0 2 9 )
(3 8 0 1 )
(6 4 6 6 )
1 3 2 9 6
2 2 .8 %
2 8 .6 %
4 8 .6 %
6 9 .4 %
C A T G 6 - 6 D e p th & B re a d th o f T e c h n o lo g y P o rtfo lio
P = 0 .0 0 0 0 0 0
C H I= 1 2 2 .2 4 8 2 6 6 ; D F = 2
0 (1 3 0 3 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 0 1 4 )
(3 7 7 0 )
(6 2 5 1 )
1 3 0 3 5
2 3 .1 %
2 8 .9 %
4 8 .0 %
6 8 .0 %
C A T G 1 4 - 1 4 S e rv ic e & T e c h n ic a l S u p p o rt
P = 0 .0 0 0 0 0 0
C H I= 6 4 .5 3 6 3 0 8 ; D F = 2
0 (1 0 7 3 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 5 6 5 )
(3 1 9 8 )
(4 9 7 5 )
1 0 7 3 8
2 3 .9 %
2 9 .8 %
4 6 .3 %
5 6 .0 %
C A T G 4 - 4 C o st/P ric e /V a lu e - G e n e ra l
P = 0 .0 0 0 0 0 0
C H I= 1 5 5 .1 8 8 5 7 1 ; D F = 2
0 (9 3 4 2 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 3 7 7 )
(2 6 1 1 )
(4 3 5 4 )
9 3 4 2
2 5 .4 %
2 7 .9 %
4 6 .6 %
4 8 .7 %
C A T G 3 - 3 C o n tra c ts
P = 0 .0 0 0 0 0 0
C H I= 1 2 2 .9 2 0 3 5 4 ; D F = 2
0 (8 9 2 3 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 1 7 5 )
(2 5 1 5 )
(4 2 3 3 )
8 9 2 3
2 4 .4 %
2 8 .2 %
4 7 .4 %
4 6 .5 %
C A T G 9 - 9 G lo b a l C o v e ra g e
P = 0 .0 0 0 2 8 6
C H I= 2 0 .9 2 1 8 4 3 ; D F = 2
0 (8 4 4 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 9 7 )
(2 3 5 0 )
(3 9 9 9 )
8 4 4 6
2 4 .8 %
2 7 .8 %
4 7 .3 %
4 4 .1 %
C A T G 5 - 5 C u sto m e r C o m m u n ic a tio n s & E d u c a tio n
P = 0 .0 0 0 0 0 0
C H I= 4 4 .6 1 9 3 1 1 ; D F = 2
0 (7 8 2 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 9 )
(2 1 5 2 )
(3 7 8 0 )
7 8 2 1
2 4 .2 %
2 7 .5 %
4 8 .3 %
4 0 .8 %
C A T G 1 - 1 A c c o u n t M g m t
P = 0 .0 0 0 0 0 0
C H I= 1 9 6 .3 7 7 5 7 0 ; D F = 2
0 (6 9 6 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 7 6 9 )
(2 0 2 3 )
(3 1 7 3 )
6 9 6 5
2 5 .4 %
2 9 .0 %
4 5 .6 %
3 6 .3 %
C A T G 2 - 2 C o n su ltin g S e rv ic e s
P = 0 .0 0 0 0 0 0
C H I= 7 7 .0 1 1 4 5 0 ; D F = 2
0 (6 8 0 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 6 8 1 )
(2 0 0 3 )
(3 1 2 0 )
6 8 0 4
2 4 .7 %
2 9 .4 %
4 5 .9 %
3 5 .5 %
1 (1 6 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 8 )
(2 0 )
(5 3 )
1 6 1
5 4 .7 %
1 2 .4 %
3 2 .9 %
0 .8 %
1 (8 5 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 2 0 )
(1 2 9 )
(6 0 7 )
8 5 6
1 4 .0 %
1 5 .1 %
7 0 .9 %
4 .5 %
1 (6 2 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 8 )
(1 9 8 )
(2 1 9 )
6 2 5
3 3 .3 %
3 1 .7 %
3 5 .0 %
3 .3 %
C A T E G O R Y -
P = 0 .0 0 0 1 2 7
C H I= 4 0 .2 9 5 3 7 2 ; D F = 2
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - G e n e ra l(3 5 3 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 3 )
(1 4 0 )
(1 3 0 )
3 5 3
2 3 .5 %
3 9 .7 %
3 6 .8 %
1 .8 %
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e R o a d m a p s(1 3 5 )
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e T ra in in g , S e m in a rs, E d u c a tio n (1 3 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 2 5 )
(5 8 )
(8 9 )
2 7 2
4 6 .0 %
2 1 .3 %
3 2 .7 %
1 .4 %
1 (4 7 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(7 8 )
(1 6 5 )
(2 3 4 )
4 7 7
1 6 .4 %
3 4 .6 %
4 9 .1 %
2 .5 %
1 (4 1 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 2 )
(9 6 )
(1 2 1 )
4 1 9
4 8 .2 %
2 2 .9 %
2 8 .9 %
2 .2 %
C A T B IG 1 4 - 1 4 C o n tra c ts V a lu e
P = 0 .0 0 5 4 7 9
C H I= 1 5 .0 1 8 6 9 2 ; D F = 2
0 (1 5 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(6 2 )
(3 4 )
(6 3 )
1 5 9
3 9 .0 %
2 1 .4 %
3 9 .6 %
0 .8 %
1 (2 6 0 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 4 0 )
(6 2 )
(5 8 )
2 6 0
5 3 .8 %
2 3 .8 %
2 2 .3 %
1 .4 %
1 (1 3 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 )
(5 8 7 )
(6 2 1 )
1 3 9 6
1 3 .5 %
4 2 .0 %
4 4 .5 %
7 .3 %
1 (2 2 9 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 4 9 )
(5 7 2 )
(1 2 7 6 )
2 2 9 7
1 9 .5 %
2 4 .9 %
5 5 .6 %
1 2 .0 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 1 4 7 .7 8 2 6 5 2 ; D F = 4
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - F le xib ility & R e sp o n siv e n e ss(6 4 8 )
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ro a c tiv e (6 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 2 )
(2 1 4 )
(2 9 8 )
7 1 4
2 8 .3 %
3 0 .0 %
4 1 .7 %
3 .7 %
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - L o c a l(9 2 )
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ric e (3 9 2 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(9 8 )
(1 5 7 )
(2 2 9 )
4 8 4
2 0 .2 %
3 2 .4 %
4 7 .3 %
2 .5 %
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - Q u a lity(1 0 9 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 4 9 )
(2 0 1 )
(7 4 9 )
1 0 9 9
1 3 .6 %
1 8 .3 %
6 8 .2 %
5 .7 %
1 (2 6 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 5 )
(3 1 )
(2 1 5 )
2 6 1
5 .7 %
1 1 .9 %
8 2 .4 %
1 .4 %
1 (3 2 2 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(6 0 7 )
(5 7 8 )
(2 0 4 3 )
3 2 2 8
1 8 .8 %
1 7 .9 %
6 3 .3 %
1 6 .8 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 2 6 6 .8 8 0 8 0 8 ; D F = 4
S o lu tio n s / S o lu tio n s - A d a p tiv e (1 7 9 )
S o lu tio n s / S o lu tio n s - P ric e (6 1 9 )
S o lu tio n s / S o lu tio n s - V a lu e (2 8 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 3 6 )
(2 3 6 )
(5 0 7 )
1 0 7 9
3 1 .1 %
2 1 .9 %
4 7 .0 %
5 .6 %
S o lu tio n s / S o lu tio n s - C o m p re h e n siv e (3 2 5 )
S o lu tio n s / S o lu tio n s - In n o v a tio n (1 3 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 1 0 )
(7 6 )
(2 7 3 )
4 5 9
2 4 .0 %
1 6 .6 %
5 9 .5 %
2 .4 %
S o lu tio n s / S o lu tio n s - Q u a lity & R e lia b ility(1 6 9 0 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 6 1 )
(2 6 6 )
(1 2 6 3 )
1 6 9 0
9 .5 %
1 5 .7 %
7 4 .7 %
8 .8 %
1 (2 0 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 8 5 )
(6 3 5 )
(9 7 6 )
2 0 9 6
2 3 .1 %
3 0 .3 %
4 6 .6 %
1 0 .9 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 6 0 8 .9 1 9 7 1 8 ; D F = 6
H a rd w a re / H a rd w a re - C o m p u te rs/L a p to p s(2 1 6 )
H a rd w a re / H a rd w a re - O S (2 7 )
H a rd w a re / H a rd w a re - V irtu a liza tio n (9 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(7 4 )
(1 5 3 )
(1 1 0 )
3 3 7
2 2 .0 %
4 5 .4 %
3 2 .6 %
1 .8 %
H a rd w a re / H a rd w a re - Im p ro v e m e n ts(2 4 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 )
(3 7 )
(2 4 )
2 4 9
7 5 .5 %
1 4 .9 %
9 .6 %
1 .3 %
H a rd w a re / H a rd w a re - In n o v a tio n (3 0 )
H a rd w a re / H a rd w a re - V a lu e (3 3 3 )
H a rd w a re / H a rd w a re - P rin te rs(7 0 )
H a rd w a re / H a rd w a re - S e rv e r(5 5 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 0 )
(3 5 4 )
(4 5 8 )
9 9 2
1 8 .1 %
3 5 .7 %
4 6 .2 %
5 .2 %
H a rd w a re / H a rd w a re - Q u a lity & R e lia b ility(5 1 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 3 )
(9 1 )
(3 8 4 )
5 1 8
8 .3 %
1 7 .6 %
7 4 .1 %
2 .7 %
1
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 5 6 )
(1 2 8 )
(1 6 6 )
5 5 0
4 6 .5 %
2 3 .3 %
3 0 .2 %
2 .9 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 1 6 6 .0 5 4 8 5 7 ; D F = 6
S o ftw a re / S o ftw a re - C a p a b ilitie s(1 1 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 4 )
(4 3 )
(4 0 )
1 1 7
2 9 .1 %
3 6 .8 %
3 4 .2 %
0 .6 %
S o ftw a re / S o ftw a re - Im p ro v e m e n ts(1 4 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 1 9 )
(1 5 )
(1 1 )
1 4 5
8 2 .1 %
1 0 .3 %
7 .6 %
0 .8 %
S o ftw a re / S o ftw a re - Q u a lity & R e lia b ility(1 1 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 7 )
(2 5 )
(7 5 )
1 1 7
1 4 .5 %
2 1 .4 %
6 4 .1 %
0 .6 %
S o ftw a re / S o ftw a re - V a lu e (1 7 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 6 )
(4 5 )
(4 0 )
1 7 1
5 0 .3 %
2 6 .3 %
2 3 .4 %
0 .9 %
SW
HW
Solution
Technical Support
Validating thematic patterns and sentiment
85
Services and Technical Support Branch
Service and Technical Support – Quality ~70% positive
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 3 7 7 )
(5 1 4 2 )
(9 6 5 1 )
1 9 1 7 0
2 2 .8 %
2 6 .8 %
5 0 .3 %
C A T G 1 5 - 1 5 S o ftw a re
P = 0 .0 0 0 0 0 0
C H I= 1 8 7 .8 3 5 4 1 7 ; D F = 2
0
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 1 2 1 )
(5 0 1 4 )
(9 4 8 5 )
1 8 6 2 0
2 2 .1 %
2 6 .9 %
5 0 .9 %
9 7 .1 %
C A T G 1 0 - 1 0 H a rd w a re
P = 0 .0 0 0 4 7 6
C H I= 1 9 .9 0 5 1 3 7 ; D F = 2
0 (1 6 5 2 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 6 3 6 )
(4 3 7 9 )
(8 5 0 9 )
1 6 5 2 4
2 2 .0 %
2 6 .5 %
5 1 .5 %
8 6 .2 %
C A T G 1 6 - 1 6 S o lu tio n s
P = 0 .0 0 0 0 0 0
C H I= 2 3 8 .8 8 7 4 0 2 ; D F = 2
0 (1 3 2 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 0 2 9 )
(3 8 0 1 )
(6 4 6 6 )
1 3 2 9 6
2 2 .8 %
2 8 .6 %
4 8 .6 %
6 9 .4 %
C A T G 6 - 6 D e p th & B re a d th o f T e c h n o lo g y P o rtfo lio
P = 0 .0 0 0 0 0 0
C H I= 1 2 2 .2 4 8 2 6 6 ; D F = 2
0 (1 3 0 3 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 0 1 4 )
(3 7 7 0 )
(6 2 5 1 )
1 3 0 3 5
2 3 .1 %
2 8 .9 %
4 8 .0 %
6 8 .0 %
C A T G 1 4 - 1 4 S e rv ic e & T e c h n ic a l S u p p o rt
P = 0 .0 0 0 0 0 0
C H I= 6 4 .5 3 6 3 0 8 ; D F = 2
0 (1 0 7 3 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 5 6 5 )
(3 1 9 8 )
(4 9 7 5 )
1 0 7 3 8
2 3 .9 %
2 9 .8 %
4 6 .3 %
5 6 .0 %
C A T G 4 - 4 C o st/P ric e /V a lu e - G e n e ra l
P = 0 .0 0 0 0 0 0
C H I= 1 5 5 .1 8 8 5 7 1 ; D F = 2
0 (9 3 4 2 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 3 7 7 )
(2 6 1 1 )
(4 3 5 4 )
9 3 4 2
2 5 .4 %
2 7 .9 %
4 6 .6 %
4 8 .7 %
C A T G 3 - 3 C o n tra c ts
P = 0 .0 0 0 0 0 0
C H I= 1 2 2 .9 2 0 3 5 4 ; D F = 2
0 (8 9 2 3 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 1 7 5 )
(2 5 1 5 )
(4 2 3 3 )
8 9 2 3
2 4 .4 %
2 8 .2 %
4 7 .4 %
4 6 .5 %
C A T G 9 - 9 G lo b a l C o v e ra g e
P = 0 .0 0 0 2 8 6
C H I= 2 0 .9 2 1 8 4 3 ; D F = 2
0 (8 4 4 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 9 7 )
(2 3 5 0 )
(3 9 9 9 )
8 4 4 6
2 4 .8 %
2 7 .8 %
4 7 .3 %
4 4 .1 %
C A T G 5 - 5 C u sto m e r C o m m u n ic a tio n s & E d u c a tio n
P = 0 .0 0 0 0 0 0
C H I= 4 4 .6 1 9 3 1 1 ; D F = 2
0 (7 8 2 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 9 )
(2 1 5 2 )
(3 7 8 0 )
7 8 2 1
2 4 .2 %
2 7 .5 %
4 8 .3 %
4 0 .8 %
C A T G 1 - 1 A c c o u n t M g m t
P = 0 .0 0 0 0 0 0
C H I= 1 9 6 .3 7 7 5 7 0 ; D F = 2
0 (6 9 6 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 7 6 9 )
(2 0 2 3 )
(3 1 7 3 )
6 9 6 5
2 5 .4 %
2 9 .0 %
4 5 .6 %
3 6 .3 %
C A T G 2 - 2 C o n su ltin g S e rv ic e s
P = 0 .0 0 0 0 0 0
C H I= 7 7 .0 1 1 4 5 0 ; D F = 2
0 (6 8 0 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 6 8 1 )
(2 0 0 3 )
(3 1 2 0 )
6 8 0 4
2 4 .7 %
2 9 .4 %
4 5 .9 %
3 5 .5 %
1 (1 6 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 8 )
(2 0 )
(5 3 )
1 6 1
5 4 .7 %
1 2 .4 %
3 2 .9 %
0 .8 %
1 (8 5 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 2 0 )
(1 2 9 )
(6 0 7 )
8 5 6
1 4 .0 %
1 5 .1 %
7 0 .9 %
4 .5 %
1 (6 2 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 8 )
(1 9 8 )
(2 1 9 )
6 2 5
3 3 .3 %
3 1 .7 %
3 5 .0 %
3 .3 %
C A T E G O R Y -
P = 0 .0 0 0 1 2 7
C H I= 4 0 .2 9 5 3 7 2 ; D F = 2
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - G e n e ra l(3 5 3 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 3 )
(1 4 0 )
(1 3 0 )
3 5 3
2 3 .5 %
3 9 .7 %
3 6 .8 %
1 .8 %
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e R o a d m a p s(1 3 5 )
C u sto m e r C o m m u n ic a tio n s & E d u c a tio n / C u sto m e r C o m m u n ic a tio n s & E d u c a tio n - P ro v id e T ra in in g , S e m in a rs, E d u c a tio n (1 3 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 2 5 )
(5 8 )
(8 9 )
2 7 2
4 6 .0 %
2 1 .3 %
3 2 .7 %
1 .4 %
1 (4 7 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(7 8 )
(1 6 5 )
(2 3 4 )
4 7 7
1 6 .4 %
3 4 .6 %
4 9 .1 %
2 .5 %
1 (4 1 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 2 )
(9 6 )
(1 2 1 )
4 1 9
4 8 .2 %
2 2 .9 %
2 8 .9 %
2 .2 %
C A T B IG 1 4 - 1 4 C o n tra c ts V a lu e
P = 0 .0 0 5 4 7 9
C H I= 1 5 .0 1 8 6 9 2 ; D F = 2
0 (1 5 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(6 2 )
(3 4 )
(6 3 )
1 5 9
3 9 .0 %
2 1 .4 %
3 9 .6 %
0 .8 %
1 (2 6 0 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 4 0 )
(6 2 )
(5 8 )
2 6 0
5 3 .8 %
2 3 .8 %
2 2 .3 %
1 .4 %
1 (1 3 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 )
(5 8 7 )
(6 2 1 )
1 3 9 6
1 3 .5 %
4 2 .0 %
4 4 .5 %
7 .3 %
1 (2 2 9 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 4 9 )
(5 7 2 )
(1 2 7 6 )
2 2 9 7
1 9 .5 %
2 4 .9 %
5 5 .6 %
1 2 .0 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 1 4 7 .7 8 2 6 5 2 ; D F = 4
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - F le xib ility & R e sp o n siv e n e ss(6 4 8 )
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ro a c tiv e (6 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 0 2 )
(2 1 4 )
(2 9 8 )
7 1 4
2 8 .3 %
3 0 .0 %
4 1 .7 %
3 .7 %
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - L o c a l(9 2 )
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - P ric e (3 9 2 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(9 8 )
(1 5 7 )
(2 2 9 )
4 8 4
2 0 .2 %
3 2 .4 %
4 7 .3 %
2 .5 %
S e rv ic e & T e c h n ic a l S u p p o rt / S e rv ic e & T e c h n ic a l S u p p o rt - Q u a lity(1 0 9 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 4 9 )
(2 0 1 )
(7 4 9 )
1 0 9 9
1 3 .6 %
1 8 .3 %
6 8 .2 %
5 .7 %
1 (2 6 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 5 )
(3 1 )
(2 1 5 )
2 6 1
5 .7 %
1 1 .9 %
8 2 .4 %
1 .4 %
1 (3 2 2 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(6 0 7 )
(5 7 8 )
(2 0 4 3 )
3 2 2 8
1 8 .8 %
1 7 .9 %
6 3 .3 %
1 6 .8 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 2 6 6 .8 8 0 8 0 8 ; D F = 4
S o lu tio n s / S o lu tio n s - A d a p tiv e (1 7 9 )
S o lu tio n s / S o lu tio n s - P ric e (6 1 9 )
S o lu tio n s / S o lu tio n s - V a lu e (2 8 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 3 6 )
(2 3 6 )
(5 0 7 )
1 0 7 9
3 1 .1 %
2 1 .9 %
4 7 .0 %
5 .6 %
S o lu tio n s / S o lu tio n s - C o m p re h e n siv e (3 2 5 )
S o lu tio n s / S o lu tio n s - In n o v a tio n (1 3 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 1 0 )
(7 6 )
(2 7 3 )
4 5 9
2 4 .0 %
1 6 .6 %
5 9 .5 %
2 .4 %
S o lu tio n s / S o lu tio n s - Q u a lity & R e lia b ility(1 6 9 0 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 6 1 )
(2 6 6 )
(1 2 6 3 )
1 6 9 0
9 .5 %
1 5 .7 %
7 4 .7 %
8 .8 %
1 (2 0 9 6 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 8 5 )
(6 3 5 )
(9 7 6 )
2 0 9 6
2 3 .1 %
3 0 .3 %
4 6 .6 %
1 0 .9 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 6 0 8 .9 1 9 7 1 8 ; D F = 6
H a rd w a re / H a rd w a re - C o m p u te rs/L a p to p s(2 1 6 )
H a rd w a re / H a rd w a re - O S (2 7 )
H a rd w a re / H a rd w a re - V irtu a liza tio n (9 4 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(7 4 )
(1 5 3 )
(1 1 0 )
3 3 7
2 2 .0 %
4 5 .4 %
3 2 .6 %
1 .8 %
H a rd w a re / H a rd w a re - Im p ro v e m e n ts(2 4 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 8 )
(3 7 )
(2 4 )
2 4 9
7 5 .5 %
1 4 .9 %
9 .6 %
1 .3 %
H a rd w a re / H a rd w a re - In n o v a tio n (3 0 )
H a rd w a re / H a rd w a re - V a lu e (3 3 3 )
H a rd w a re / H a rd w a re - P rin te rs(7 0 )
H a rd w a re / H a rd w a re - S e rv e r(5 5 9 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 8 0 )
(3 5 4 )
(4 5 8 )
9 9 2
1 8 .1 %
3 5 .7 %
4 6 .2 %
5 .2 %
H a rd w a re / H a rd w a re - Q u a lity & R e lia b ility(5 1 8 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(4 3 )
(9 1 )
(3 8 4 )
5 1 8
8 .3 %
1 7 .6 %
7 4 .1 %
2 .7 %
1
1 - L o w
2 - M id
3 - H ig h
T o ta l
(2 5 6 )
(1 2 8 )
(1 6 6 )
5 5 0
4 6 .5 %
2 3 .3 %
3 0 .2 %
2 .9 %
C A T E G O R Y -
P = 0 .0 0 0 0 0 0
C H I= 1 6 6 .0 5 4 8 5 7 ; D F = 6
S o ftw a re / S o ftw a re - C a p a b ilitie s(1 1 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(3 4 )
(4 3 )
(4 0 )
1 1 7
2 9 .1 %
3 6 .8 %
3 4 .2 %
0 .6 %
S o ftw a re / S o ftw a re - Im p ro v e m e n ts(1 4 5 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 1 9 )
(1 5 )
(1 1 )
1 4 5
8 2 .1 %
1 0 .3 %
7 .6 %
0 .8 %
S o ftw a re / S o ftw a re - Q u a lity & R e lia b ility(1 1 7 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(1 7 )
(2 5 )
(7 5 )
1 1 7
1 4 .5 %
2 1 .4 %
6 4 .1 %
0 .6 %
S o ftw a re / S o ftw a re - V a lu e (1 7 1 )
1 - L o w
2 - M id
3 - H ig h
T o ta l
(8 6 )
(4 5 )
(4 0 )
1 7 1
5 0 .3 %
2 6 .3 %
2 3 .4 %
0 .9 %
SW
HW
Solution
Technical Support
Validating thematic patterns and sentiment