Microsoft won in only two of the eight categories, and Novell came in second or third in every category. Customer Loyalty Microsoft s customers are the most loyal, as shown in the figure below. Lotus customers are also loyal, while many of Novell s customers are quite likely to switch vendors at some point during the next two years. Eight percent of Lotus customers will definitely switch to another vendor during the next two years while none of Microsoft s customers plan to. Thirty-six percent of Novell s customers plan to switch.
Lotus is viewed as the most visionary of the three vendors, as shown in the figure below.
Interestingly, Lotus is also the only vendor whose rating for industry vision exceeds its customers expectations for this vision. Once they have made their choice, customers are unlikely to add new suppliers. Both Lotus and Microsoft s customers recommend their system to others with similar environments only about eight percent of their customers would not recommend the system. Novell, on the other hand, has a much higher level of dissatisfaction, with 14 percent of their customers unwilling to recommend the system. The Lotus Story Lotus ratings are consistently higher in all areas.