Peer Insights Customers’ Choice Recognition

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Customers’ Choice Recognition

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Why is Gartner doing this?

Since starting Gartner Peer Insights in October of 2015, we have collected more than 100,000 customer reviews across over 300 markets. In a growing number of markets, we’ve collected enough data to help our clients with a top-level synthesis of which vendor products are the most valued by customers in a given market. This synthesis takes into account both the number of reviews and the overall user ratings. We recognize them with a distinction showcasing top vendors in a market.

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How will vendors be chosen for the distinctions?

The Gartner Peer Insights Customers’ Choice distinction is a recognition of vendors in a given market that takes into account both the number of reviews and the overall user ratings. During the submission period — defined as 12 months prior to the eligibility cutoff date — a vendor must have 50 or more published reviews and an average overall rating of 4.2 stars or higher across those reviews. In markets where more than seven vendors meet the criteria, the top seven vendors with the highest number of published reviews within the submission period will be selected as designated vendors. Gartner remains committed to being completely transparent about the criteria considered in recognizing this distinction. You can view the full description on the Methodologies page.

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What will you do to recognize vendors?

We will announce the vendors online in the Gartner Peer Insights platform. We will also provide digital marketing collateral to help vendors drive awareness of their achievement.

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Which markets will you recognize?

We plan to recognize Customers’ Choice vendors in the markets listed here.

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Does this replace the Magic Quadrant (MQ) view of a market?

No, Gartner Peer Insights complements Magic Quadrant and Critical Capabilities reports by offering perspectives solely about what a vendor’s customers think of its products. Based on end-user feedback, our clients value having a holistic view of Gartner expert opinion and end-user perspective when evaluating vendors and their products in a market.

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Will recipients always be leaders in the associated MQ?

Not necessarily. As mentioned above, the Customers’ Choice distinction represents a customer view of the highest-rated vendors in a market based on volume of reviews and overall ratings. It is complementary to an analyst’s broader perspective.

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How will this data be used in the MQ? Will receiving the distinction put us in the Leaders’ quadrant?

The raw data from Peer Insights reviews is made available to our analysts, but it is only one factor among many that they consider when creating an MQ.

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Will other vendors who received Customers’ Choice distinctions be recognized at Gartner events?

We are committed to recognizing vendors whose customers love their solutions. While we think our events are a good way to do this, we also don’t want to be constrained by our event calendar. All future Customers’ Choice distinctions will be announced online in the Gartner Peer Insights platform.

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How will you eliminate vendors/products that don’t belong to a given market? Will only vendors in the Magic Quadrant be recognized?

A dedicated Peer Insights content team evaluates whether a technology provider’s products and/or services align with the Peer Insights markets based on a series of market guidelines defined by Research. The Peer Insights markets are periodically reviewed throughout the year to ensure alignment is maintained.

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Are reviews for products that are no longer sold included in the distinction analysis? What about reviews for products that are in beta test?

Reviews for products that are in production / general availability, along with beta products are included in the analysis of this distinction. Reviews for legacy products (that are no longer sold by the vendor) were not included in the analysis in this distinction.

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Will the methodology change from year to year?

Our goal is to be analytically sound and transparent. To meet these goals, we expect our methodology will evolve over time as we learn from the process. We are committed to being completely transparent about our criteria for this distinction. View the full description here.

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For how long is the distinction current?

Customers’ Choice distinctions are made annually starting May 2019. Our schedule for announcement is determined based on the publish date of the corresponding MQ/MG and is subject to change based on the research calendar at the discretion of the Peer Insights team in conjunction with Research. As we receive higher volumes of reviews in a market, we may increase the frequency of consideration. We will do so if the volume of data supports more frequent synthesis, and we hear from end users that this would be helpful to their buying process.

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Right now the reviews come sourced by Gartner as well as from vendors’ sourcing links. Aren’t vendor-sourced reviews inherently biased because vendors select their best clients and offer them incentives to write reviews?

Our interviews with reviewers suggest that most of them are motivated by a desire to give back to the broader IT community. We’ve decided to include honest vendor-incentivized reviews as part of the relevant data set used to determine the distinctions. Our vetting process for reviews is extensive (see our FAQs here for a summary), and we investigate any anomalies to ensure that users can trust the reviews in Gartner Peer Insights. Our vetting process for reviews is extensive (see our FAQs here for a summary), and we investigate any anomalies to ensure that users can trust the reviews in Gartner Peer Insights.

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Are you compromising the Gartner brand by tying it to a distinction?

No, if anything, we expect to reinforce our brand with this distinction among clients and non-clients alike. Our brand strives to provide trusted guidance to end users to improve decision making, and Peer Insights is the first Gartner offering that gives both clients and non-clients access to verified reviews to aid in software purchase decisions. Our goal is to have a transparent and analytical methodology, and we expect that this will reinforce the confidence and trust that people already have in the Gartner brand.

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What if I have more questions?

If you have any further questions, send us an email at PeerInsights@gartner.com and we will get back to you as soon as we can.