Gartner Peer Insights Customers’ Choice Methodology 1.5

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Gartner Peer Insights Customers’ Choice Methodology 1.5

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Gartner Peer Insights is a robust enterprise IT product and service review platform that hosts more than 255,000 verified customer reviews across 355 defined markets. In markets where there is enough review data, Gartner Peer Insights recognizes the vendors that are the most highly rated by their customers through the Customers’ Choice distinction. This peer-rated distinction can be a useful complement to expert opinion, as it focuses on direct peer experiences of implementing and operating a solution.

Review Eligibility

Only reviews submitted and published during the 12 month eligibility period (retrospective from sourcing deadline) are considered in the analysis for Customers’ Choice distinction. Learn more about our review approval process here.

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Example:

  • Sourcing deadline for Customers’ Choice: Sep 30 11:59PM ET*, 2019

  • “Eligible reviews” must be submitted between Oct 1 12:00 AM, 2018 and Sep 30 11:59PM, 2019, AND are approved/published on the web site

Reviews from end-user companies <$50M in annual revenue will not be eligible for the distinction analysis.

Reviews for legacy products (no longer being sold by the vendor) are not considered in the analysis for this distinction.

Recognition Criteria

To qualify for the Customers’ Choice distinction, vendors must have a product that is aligned to the market, have their overall rating (out of 5 stars) equal to or higher than the mean rating for that market, and meet the Review Coverage requirement as defined below.

Review Coverage Requirement

Gartner Peer Insights has defined the Review Coverage requirement as a measurement of both the volume and diversity of reviews for vendors. To meet the Review Coverage requirement, a vendor must have:

  • At least 50 eligible reviews

  • At least 20% of all eligible reviews (or 25 eligible reviews, whichever is smaller) outside of the primary industry, region, company size**.

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    • Primary industry is defined as the industry with the most number of eligible reviews reported by reviewers for that vendor – Industry of the reviewer is based on the reviewer profile industry. Reviewers can select from standard industry categories.

      For reviews that do not have reviewers’ industry information, the reviews will not contribute to the industry calculation. The other responses from the review will be included and contribute to the company size and deployment region calculation as well as rating.

    • Primary region is defined as the region with the most number of eligible reviews reported by reviewers for that vendor – Deployment region is a question in the survey that each reviewer must answer. They can select one or multiple regions:

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      • Asia/Pacific

      • Europe, Middle East and Africa

      • Latin America

      • North America

    • If a reviewer has selected multiple deployment regions the review will be counted as one review against each of the different deployment regions selected.

      For reviews that do not have a response to the deployment region question, the review will not contribute to the deployment region calculation. The other responses from the review will be included and contribute to the company size and industry calculation as well as rating.

    • Primary company size is defined as the company size with the most number of eligible reviews reported by reviewers for that vendor. Company sizes are grouped based on reviewer profile details as entered by reviewers in one of the following categories:

      • 10B+ USD

      • 1B – 10B USD

      • 50M – 1B USD

      • Public Sector, Gov’t, Edu

      Reviews that do not have reviewers’ company size information will be excluded from Customers’ Choice distinction analysis.

  • A maximum of seven vendors will be named a Customers’ Choice in a market. In markets where more than seven vendors meet and/or exceed the criteria listed above and the market mean overall rating, only the seven vendors with the highest Product Adoption Review Coverage (PARC) score within the eligibility period will be named as a “Customers’ Choice” designee. If there are two or more qualified vendors tied on the 7th highest PARC score, each of the tied vendors will receive a distinction.

  • Product Adoption Review Coverage (PARC)

  • Gartner Peer Insights was developed with the global enterprise customer in mind. Vendors that are named a Customers’ Choice demonstrate not only high ratings, but review coverage across industry verticals, company sizes and deployment regions. Therefore, we developed PARC score as part of the measurement for review coverage.

  • Example PARC score calculation:

  • parc example
  • For each 50 reviews in the above listed categories a vendor will receive a maximum of 1 point toward PARC score, for a maximum PARC score of 12. The PARC score for industries will be capped at a maximum of 4.0.

    • If a vendor has less than 50 reviews they will receive a portion of the point rounded to the nearest hundred. For example, 33 reviews equal 33/50=0.66, or 2 reviews equal 2/50=0.04.

    • Each vendor’s PARC score will be rounded to the nearest tenth.

    • If a reviewer has selected multiple deployment regions the review will be counted as one review against each of the different deployment regions selected.

    • For reviews that do not have a response to the deployment region question, the review will not contribute to the deployment region section of the PARC calculation. The other responses from the review will be included and contribute to the company size and industry calculation as well as rating.

    • Reviews from all industries will be considered in the PARC calculation.

Market Mean Overall Rating

A vendor must meet or exceed mean overall rating in the market (rounded to the nearest tenth) to qualify for the Customers’ Choice distinction. The mean rating for a particular market is defined at the time of sourcing announcement using reviews in a specified 12 months period (retrospective from the start of sourcing).

Example of Market Mean calculation:

mean calculation example

  • Sourcing announcement date is Aug 1 12:00AM, 2019

  • Mean overall rating for a vendor will be calculated based on reviews that must be submitted between Aug 1 12:00AM, 2018 and July 31 11:59PM, 2019, AND are approved/published on the web site.

  • Reviews of all vendors that have 10 or more eligible reviews for the specified 12 month period will be included in the assessment for identifying the mean overall rating for the market.

  • Reviews from end-user companies <$50M in annual revenue will be excluded from the calculation

  • Reviews for legacy products (no longer being sold by the vendor) will be excluded from the calculation

Additional Resources

Ratings and reviews must first pass our validation, conflict of interest and moderation process — please see our Peer Insights Review FAQ.

For more questions, please see our Customers’ Choice FAQ page or contact PeerInsights@gartner.com.

For vendor guidelines on how to use the Gartner Peer Insights Customers’ Choice badge and the quote policy.

* All deadlines refer to Eastern Time.

**The percentage of reviews outside of the primary industry, region, company size will be rounded to the nearest whole number (e.g. 18.6% will be rounded to 19%).