2021 Customer Service Data Quadrant
2021 Customer Service Emotional Footprint
The Data Quadrant Buyer's Guide provides a comprehensive evaluation of the top software in the Customer Service market. Data is collected from real users, meticulously verified and visualized in easy-to-understand charts and graphs. Each product is compared against the best Customer Service to create a holistic, unbiased view of the product landscape.
The Data Quadrant Buyer's Guide is a summation of hundreds of data points that gives you a quick snapshot of the market. Use this detailed report to quickly validate your top features and shortlist your top contenders.
For even more detailed reports on individual products, see the Product Reports.
The Data Quadrant measures the complete software experience, comparing both the experience with the software and the relationship with the vendor.
Product Feature & Satisfaction: Satisfaction with the software is measured by combining users’ satisfaction with the top features with the likelihood of users to recommend the software.
Vendor Experience & Capabilities: The vendor experience is calculated using a weighted average of the satisfaction scores tied to vendor capabilities (e.g. software implementation, training, customer support, product roadmap) and the working relationship with the vendor (e.g. whether the vendor is trustworthy, respectful, fair).
The Emotional Footprint Buyer’s Guide captures the overall experience of working with a software vendor and their platform. Organizations increasingly rely on software vendors to be true partners to help improve their operations. The Emotional Footprint helps you understand how you can trust and rely on the vendor to support you through your relationship.
We collect 25 data points outlining that experience, from the initial contracting and negotiation phase, though how they will support you during conflicts, to how their overall product strategy and direction will help you improve. Use this report to understand which vendors focus on building relationships to create a loyal customer base.
The Emotional Diamond helps identify which vendors provide the best overall experience when compared against the perceived value of the software.
Value Index: Software pricing can be complicated and confusing, but knowing if you’re getting business value for the price you're paying is not. The Value Index metric captures users’ satisfaction with their software given the costs.
Net Emotional Footprint: The Net Emotional Footprint measures high-level user sentiment. It aggregates emotional response ratings across 25 provocative questions, creating a powerful indicator of overall user feeling toward the vendor and product.