Tag Archives: Voice of the Customer

IT Services, News

USU receives highest rating in Gartner® “Voice of the Customer” report

USU recognized as Customers’ Choice by IT Service Management customers in EMEA

Möglingen, April 11, 2022 – USU is the only German manufacturer to be included in the new 2022 Gartner® Peer Insights™ ‘Voice of the Customer’: IT Service Management Tools report. Compared with 15 of the world’s leading IT service management (ITSM) tool vendors, USU was ranked highest in the overall rating for the EMEA deployment region. Due to the very positive ratings from ITSM customers, USU was recognized with ‘Customers’ Choice’ seal for this region.

The “Voice of the Customer” is a document that synthesizes Gartner Peer Insights’ reviews in a market into insights for IT decision makers. This aggregated peer perspective, along with the individual detailed reviews, is complementary to expert-generated research such as Magic Quadrants and Market Guides. It can play a key role in your buying process, as it focuses on direct peer experiences of implementing and operating a solution. Evaluation criteria include the performance of the product, as well as experience with sales, during implementation or rollout of the software, and support services. In the opinion of USU customers, USU IT Service Management achieves an overall rating of 4.8 out of a maximum possible 5.0 with 28 overall reviews (as of December 2021).

A USU customer from the service industry, for example, describes the solution as a “real treasure trove”. In the summary of the evaluation, it says: “USU ITSM offers almost unlimited possibilities. It gives us the ability to create individual processes and workflows. If there´s no standard solution for a requested feature, it’s easy to integrate own developments. That offers many ways of automation.”

“We are very pleased about the good customer rating and the recognition as Customers’ Choice 2022. After all, customer trust and satisfaction have to be earned anew every day. That’s why we work intensively on innovations and give everything to offer a world-class product with an outstanding customer experience,” says Peter Stanjeck, Senior Vice President at USU.

This press release is available at https://www.usu.com

Customer Experience, News

SANDSIV Named Gold Medallist and Leader in the 2022 SoftwareReviews VOC Data Quadrant

Customers have spoken: sandsiv+ is rated #1 Voice of the Customer (VOC) software in the world

ZURICH – March 23, 2022 – SANDSIV, the global leader in Customer Experience Management (CXM) and Voice of the Customer (VoC) enterprise solutions, announced today that it has been recognized as the #1 leading software vendor and the Gold Medalist in the 2022 Voice of the Customer (VOC) Software Data Quadrant report from SoftwareReviews, a division of IT research and consulting Info-Tech Research Group. The report is unique as the results are based solely on feedback on user satisfaction related to product features and the customer experience with the vendor.

The top 8 companies in the world were determined through customer interviews with actual software users. The interviews were used to gather intelligence and analyze the performance of a company’s products and services. Customers gave scores between 1-5 in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation – to create a powerful indicator of overall user feeling toward the vendor.

SoftwareReviews named SANDSIV a gold medalist as it received an 8.8 composite score for its VOC software sandsiv+, which represents the complete and aggregated satisfaction score from end-users. Availability and Quality of Training, Ease of Implementation, Support and Usability and Intuitiveness were amongst the strongest capabilities associated with SANDSIV. sandsiv+ also secured the highest satisfaction scores in a variety of areas representing product features including Multi-Channel Data Collection, Text & Sentiment Analytics, and Data Visualization.

The company was also named number one in SoftwareReviews’ 2022 Emotional Footprint – an index that illustrates the customer experience with software vendors, showing a complex relationship spanning procurement, implementation, service, and support – with a score of +94, receiving high scores around Relationships and Interaction with Technical and Product Specialists, Service Experience, and Conflict Resolution Experience.

SANDSIV outscored Qualtrics (scored 7.9) in every category, including vendor capability, product features, strategy and innovation, product experience, and conflict resolution. sandsiv+ also outscored Medallia (scored 7.1) and doubled its scores in strategy and innovation, service experience, and negotiation and contract. The company also outscored SurveyMonkey, Alchemer, Forsta, AskNicely, and SurveySparrow.

“Customers are at the center of everything we do at SANDSIV, and we place great importance on collecting and acting on their Voices,” said Federico Cesconi, CEO of SANDSIV. “We believe our care for the customer and our ability to continuously innovate and address emerging market needs is the reason we leapt ahead on vision and were named a Leader in the Info-Tech report.”

This recognition follows others the company has received over the years. In 2021, SANDSIV won the Frost & Sullivan Best Practices Product Leadership Award in the European Voice of the Customer and was recognized by Gartner, OMDIA, and Forrester Research as a VoC market leader, marking SANDSIV’s arrival as a global leader in the CX/VoC space.

SANDSIV will continue to work hard to best serve medium and large companies with complex needs worldwide. For more information or to request a demo, visit sandsiv.com.

To view the report results and product scorecard, visit https://sandsiv.com/2022-softwarereviews-voice-of-customer-data-quadrant/