Understanding CS’ ITAD Vendor Reputation Rating

In early 2020, before the Covid-19 pandemic declaration, Compliance Standards LLC set out to assess the competitive landscape on behalf of a client operating in the financial sector. The purpose of the work was to measure the reputation of ITAD service providers from the perspective of clients operating in the financial sector, as well as identify metrics to use as industry benchmark.  In our primary research efforts, we extended our reach to assess other vertical markets, including healthcare, retail, the public sector, utilities and the tech industry.

In this context, we selected 40 companies that offer ITAD services, be they pure ITAD firms, OEMs, leasing/financing companies, IT equipment distributors or others. The 40 selected companies likely represent more than 80% of ITAD activity in the United States. Some of ITAD companies researched have since been acquired, however many maintained their brand and identity and are still part of our tracking efforts.

We identified customers of each of the 40 ITAD vendors, with between a low of  18 customers to a high of 75 customers for each of the listed vendors. The ‘clients’ provided feedback on a series of factors used to assess satisfaction, and therefore reputation.

Six factors were used to assess satisfaction:

• Portfolio of service offerings (depth and breath)
• Quality of work
• Relationship
• Pricing
• Flexibility & customization
• Management vision

These six factors constitute the Reputation Dimension of each company.

Compliance Standards also included questions that relate to outlook for business continuity, with ‘clients’ asked whether they will (re)hire the ITAD vendor, in addition to assessing mindshare.

Purpose of CS’ ITAD Vendor Reputation Rating

The ITAD is facing major factors that will determine its long-term performance. After a difficult pandemic freeze, activity in the ITAD space spiked, then dipped, and is now showing signs of steady and progressive recovery.  In the years to come, ITAD will play a significant role in accompanying its corporate customers meet their ESG obligations as their clients are also shifting to an AI environment and moving to adoption of Windows 11. 

In this context, we are witnessing sustained M&A activity, largely fueled by acquisitions and site expansions. As of now, we expect the ITAD sector to maintain positive momentum, but it will also face new set of challenges.

The CS ITAD Reputation Rating is meant to provide end-user companies with metrics on where vendors stand with regards to clients’ sentiments. We hope it will also help vendors position themselves in the broad competitive and markets contexts.