We examine the drivers of NPS and category leadership for 4,222 software companies, using 135,000 G2 data points, and over 50 regressions.
Drivers of Customer Satisfaction + Category Leadership February 2024 Report
RESEARCH BY
Research Approach
Data Used Throughout: - 4,222 Companies - 69 Categories - 32 Factors (like Product Direction, Ease of Use, Market Presence, and ROI)
CATEGORY MIX
RANK MIX
GRID OVERVIEW
0 200
HR + HCM
579
Leader
545
Sales
Marketing
489 512
Data + Analytics
Collaboration + Productivity Development + IT Mgmt
364 355 355
High Performer
Service
289
ERP + Finance
Contender
Communications Industry Specifc
163 162 167
E-Commerce
Niche
Security
157
Supply Chain + Logistics 85
Social Attribution: @CloudRatings + @SaaSletter + @G2dotcom
Net Promoter Score Regressions FACTOR R-SQUARES VS NPS
0.00
0.20
0.40
0.60
Quality of Support
0.61
Meets Requirements
0.59
Ease of Doing Business
0.57
0.56
Ease of Use
Ease of Set Up
0.46
0.45
Product Direction
ROI
0.16
0.13
Year Founded
0.13
Months To Go Live
Adoption 0.01
Social Attribution: @CloudRatings + @SaaSletter + @G2dotcom
User Experience + NPS
FACTOR VS GRID RANK
Grid Rank:
Leaders High Performers Contenders Niche
High Performers Leaders
Meets Requirements
Niche Contenders
High Performers Leaders
Ease of Use
Niche Contenders
High Performers Leaders
Ease of Set Up
Niche Contenders
High Performers Leaders
Ease of Admin
Niche Contenders
Modest differences in user experience factors...
High Performers Leaders
Ease of Doing Business
Niche Contenders
High Performers Leaders
add up to a large NPS gap
Quality of Support
Niche Contenders
High Performers Leaders
Product Direction
Niche Contenders
High Performers Leaders
NPS
Niche Contenders
-30%
-20%
-10%
0%
10%
20%
Social Attribution: @CloudRatings + @SaaSletter + @G2dotcom
High Performers Contenders Niche
Vendor Demographics
5.0000
Leaders High Performers Contenders Niche
Leaders High Performers Contenders Niche
GRID RANK VS FACTOR
Leaders High Performers Contenders Niche
70
3000
4
4.0000
25
60
2500
20
3
3.0000
50
2000
40
15
1500
2.0000 2
30
10
1000
20
1
1.0000
5
500
10
0.0000 0
0
0
0
Glassdoor Score
Years Old
G2 Market Presence
Employees
Social Attribution: @CloudRatings + @SaaSletter + @G2dotcom
Leaders High Performers Contenders Niche
Market Share Efficiency
5.0000
Leaders High Performers Contenders Niche
GRID RANK VS FACTOR
Leaders High Performers Contenders Niche
Efficiency mirrors G2 Grid rankings
70
25
4.0000
60
20
50
3.0000
40
15
2.0000
30
10
20
1.0000
5
10
0.0000
0
0
Effciency
G2 Market Presence
Years Old
Social Attribution: @CloudRatings + @SaaSletter + @G2dotcom
Brinker + Riemersma: Age + Revenue vs G2 Score
Source: “Martech in 2024”
Social Attribution: @CloudRatings + @SaaSletter + @G2dotcom
About Us
QUADRANTS
ROI STUDIES
INDICES
MEDIA NEWSLETTER
SAAS DEMAND INDEX
SAAS EMPLOYMENT INDEX
OPERATOR PODCAST
B2B AI INTEREST INDEX
INVESTOR PODCAST
Appendix: Drivers of Customer Satisfaction + Category Leadership
RESEARCH BY
200% Customer Mix
FACTOR VS GRID RANK
150%
100%
50%
0%
Enterprise
SMB
Mid Market
Social Attribution: @CloudRatings + @SaaSletter + @G2dotcom
200% Implementation + Deployment
FACTOR VS GRID RANK
150%
100%
50%
0%
In-House
Time To Live
Seller Services 3P Consultant
Cloud
On Premises
Social Attribution: @CloudRatings + @SaaSletter + @G2dotcom
Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11Powered by FlippingBook