Press Release

November 4, 2021

SoftwareReviews names SupportCenter Plus and HubSpot Service Hub among Customer Service Emotional Footprint Award Winners.

, a division of IT research and advisory firm Info-Tech Research Group, has published its 2021 Customer Service Emotional Footprint Awards, naming two vendors as Champions. Customer Service vendors offer a cloud-based customer experience solution for customer support or inbound inquiries in a subscription-based model.

The following Customer Service vendors are the 2021 champions according to the feedback provided by their users via SoftwareReviews' comprehensive online survey:
  • HubSpot Service Hub
  • SupportCenter Plus

SoftwareReviews' Net Emotional Footprint measures high-level user sentiment. It aggregates emotional ratings from 26 provocative questions, creating a powerful indicator of the overall user feeling toward the vendor and the product.

HubSpot Service Hub, with a Net Emotional Footprint of +83, is loved by its customers for being respectful, caring, and enhancing the overall performance experience of users. SupportCenter Plus received a Net Emotional Footprint of +79, ranked strongly for enabling performance and productivity to increase product impact.

In general, Customer Service users were most satisfied with the vendors' remarkable service experiences. However, users would like to see more clarity and transparency in negotiation processes.

What Is the Emotional Footprint Diamond?
The Emotional Footprint Diamond illustrates the customer experience with software vendors and a complex relationship spanning procurement, implementation, service, and support. The Net Emotional Footprint of a vendor is a result of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation, creating a powerful indicator of overall user feeling toward the vendor and its product from the software user's point of view. The data published in the Emotional Footprint Diamond is collected from real end-users through authentic software review surveys and meticulously verified. The survey uses standard net promoter scoring (positive percentage minus negative percentage) to arrive at the Net Emotional Footprint score. These skillfully crafted survey questions are informed by two decades of IT research and advisory. Vendors with top user scores receive the Emotional Footprint Award.
The Emotional Footprint Awards, an initiative proudly founded in 100% user-review data, is free of traditional components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.

To learn more about SoftwareReviews and the Net Emotional Footprint surveys, visit here.

About SoftwareReviews:
SoftwareReviews is a division of Info-Tech Research Group, an IT research and advisory firm established in 1997. Backed by two decades of IT research and advisory experience, SoftwareReviews is a leading source of expertise and insight into the enterprise software landscape and client-vendor relationships. By collecting real data from IT and business professionals, the SoftwareReviews methodology produces detailed and authentic insights into the experience of evaluating and purchasing enterprise software.

For more information, please contact:
Sufyan Al-Hassan
Senior PR Coordinator