SoftwareReviews, a division of world-class IT research and consulting firm Info-Tech Research Group, has published its 2020 Enterprise Content Management (ECM) Emotional Footprint Awards naming the following three champions:
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2020 ECM Emotional Footprint Awards (Photo: Business Wire)
- Xerox DocuShare
Nuxeo ECM’s software users said that they were happiest with product enhancements that they never got charged extra for, and that they found the vendor to be inspiring. DocuWare’s users were most satisfied with how the vendor is continually improving, while Xerox’s DocuShare users expressed major satisfaction with the vendor’s respectfulness and trustworthiness.
Each of these ECM vendors earned a Net Emotional Footprint score of well above the average of 86%. The Emotional Footprint Diamond illustrates the customer experience with software vendors, showing 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 users’ point of view.
As for the point of view of ECM vendors, Andrea Malick, director of research, data & analytics, at Info-Tech Research Group explains, “Enterprises grappling with millions of documents are looking for the content management solution that will simplify their experience. The solution providers who focus as much on understanding people’s relationship with their information as on the technology have distinguished themselves in this product landscape, whether these are familiar stalwarts or innovative upstarts.”
About the Emotional Footprint Diamond and Emotional Footprint Awards
The data published in the Emotional Footprint Diamond is collected from real users through authentic software review surveys and meticulously verified for veracity. 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.
SoftwareReviews is a division of Info-Tech Research Group, a world-class IT research and analyst 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 data from real IT and business professionals, the SoftwareReviews methodology produces the most detailed and authentic insights into the experience of evaluating and purchasing enterprise software.