2016 RIS Software LeaderBoard Winners Shatter Preconceptions
By Joe Skorupa
Your business is what you do. Your reputation is what people think you do. This comes as a shock to many technology providers, especially when the annual RIS Software LeaderBoard is published and winners flood communication channels with the news. This year’s report will again shatter preconceptions about which companies deliver the industry’s top customer satisfaction – your satisfaction.
The reason why so many software providers are shocked when they see how their customer satisfaction is rated by retailers is that vendors are generally more focused on developing technology than on developing customer satisfaction expertise, which is understandable.
They are also more incented to meet corporate goals than on meeting customer expectations, which again is understandable. And, importantly, their business model is more geared toward promoting the latest, hottest software than on managing retailers who are using older versions of software that vendors are often reluctant to support.
The 10 software providers listed below have no difficulty in balancing their pursuit of technology, business and customer satisfaction goals, despite the myriad of “understandable” reasons why they might not achieve it. Of all 45 vendors that received the minimum number of valid votes to qualify for inclusion in 2016 LeaderBoard analysis the below 10 vendors received the highest pure Customer Satisfaction scores:
When the Customer Satisfaction data is combined with the Retail Concentration score (the number of retail-specific software modules a vendor has in its solution set) plus the Revenue Factor score (a one-to-five point scale based on annual revenue) the following 10 vendors received the highest overall Software LeaderBoard rankings in 2016:
For a complete list of head-to-head software vendor rankings broken out in 51 charts and a thorough explanation of the methodology used for measurement click here.
One of the interesting things about a company’s reputation is that it mostly rests in the hands of others. We all have an enormous amount of power to influence our reputations, but the hard truth is that in the end it is based on what others think of you.
The RIS Software LeaderBoard measures the alignment between what a software vendor does and what its customers think they do. This information is found nowhere else in the retail industry and we believe it is an essential component for CIOs when they make plans to purchase their next major software purchase.
To find out where Aptos, Microsoft, SAP, JDA, Oracle, IBM and others ranked in the 2016 RIS Software LeaderBoard click here.