We have been running the BPM Pulse survey for 16 years now. What I find most amazing is the consistency of results from year to year. When we ask questions such as ‘which components of performance management are you focused on?’, the number one answer year in year out has been ‘budgeting’. Similarly, questions about the key drivers of the initiative always end up with ‘improve management reporting’ somewhere near the top. There are of course questions that have seen dramatic changes in responses over the years such as ‘would you consider a cloud-based performance management system?’. The ‘no’ answers have virtually disappeared.
While the survey contains many questions about performance management itself, the section where customers rate their vendors garners the most attention. It too has been largely consistent over the years. Highly rated vendors tend to remain highly rated vendors, mid-rated vendors tend to stay mid-rated, and low-rated vendors mostly continue to be low-rated, although some have moved up into the mid-rated category (perhaps after taking corrective action upon seeing their lower ratings). To make things interesting this year we have added some new rating categories. What used to be just a single rating for ‘product functionality’ has been broken into five ratings: ‘budgeting functionality’, ‘consolidation functionality’, ‘reporting functionality’, ‘dashboard functionality’, and ‘analytics functionality’. We are already seeing meaningful results. Even the most highly-rated vendors are not getting high marks across the board. This new level of detail will enable buyers to select vendors based specifically on the satisfaction ratings in the areas most important to their business requirements. In addition, we have been surprised by the fact that in one of these functional areas none of the vendors received high scores.
Top Rated vendors received a customer rating of 4.5 or better out of 5.0 in the category listed.
Top Rated Vendors for 2019 in Key Categories