2024 Gartner® Voice of the Customer for SAM Managed Services Report Explained

Brooke Hirsch:
Hello, welcome to another episode of The ITAM Executive. My name is Brooke Hirsch, Senior Client Experience Manager at Anglepoint. I’m here with Jesse Good.

Jesse Good:
Hello, my name is Jesse. I’m the Senior Manager of Client Experience at Anglepoint, and we’re here today to talk a bit about the Voice of the Customer report that Gartner just released.

Brooke Hirsch:
That’s right. This is the first time ever that Gartner has released this report. It’s in addition to Gartner’s Magic Quadrant report, which is based on Gartner analysts. However, this report is based solely on what our clients are saying about us.

Jesse Good:
Yeah. So Brooke, when you say this is based on what our clients are saying about us, where exactly do clients contribute this feedback?

Brooke Hirsch:
Our clients are kind enough to go onto Gartner’s website and write reviews for us so that potential clients can see what their experience has been like with us. Jesse, can you tell us a bit about the methodology behind Gartner’s VOC report?

Jesse Good:
Absolutely. So there are a few things that go into this report. Similar to Gartner’s Magic Quadrant, it is a quadrant-based report, and Anglepoint was positioned as a “Customers’ Choice,” which is the upper-right quadrant. To even be included in the report, SAM service providers needed a minimum of 20 reviews. In the industry, only we and four other companies met that inclusion criteria.

There’s a breakdown within the reviews that helps determine the scores. The two axes are “Interest and Adoption” and “Overall Experience.” For “Interest and Adoption,” there’s an aggregate of market coverage metrics, which includes the number of reviews by industry, region, and company size, along with the volume of reviews and the percentage of clients willing to recommend us.

Gartner aggregates all client scores and data, determining an average among all providers included. Those above average are on one side of the axis, and those below average are on the other.

The second axis is “Overall Experience,” which is based largely on client ratings of our product support, services, and capabilities. Each review comes with an overall rating of how clients feel we’re doing. These scores are also averaged and aggregated to evaluate top-to-bottom performance, and again, if you’re above the market average, you’re above the axis.

This report shows that Anglepoint is above average in both “Interest and Adoption” and “Overall Experience.”

Brooke Hirsch:
Awesome! And you mentioned that the volume of reviews was a big factor. I think it speaks volumes that so many of our clients are willing to go and complete those reviews for us.

Jesse Good:
Absolutely. We really appreciate all of our clients who took the time to share their experiences with Anglepoint and how much they enjoy working with us. We actually received the most reviews of all the service providers and achieved the highest rating, with the most five-star reviews. Not only did we end up in the upper-right quadrant as “Customers’ Choice,” which is fantastic, but it’s great from an objective perspective that we have so many positive reviews from clients.

Brooke Hirsch:
Yeah, and I’m not surprised, based on the conversations I have with our clients every day. This report is incredibly valuable for companies looking for a managed service provider, as it provides both analyst insights and direct feedback from clients who have worked with us for years.

Jesse Good:
Exactly. The Magic Quadrant provides valuable insights from Gartner’s research, while the Voice of the Customer is purely what customers have to say about us—how they feel and how they rate us. Brooke, where can people find this report?

Brooke Hirsch:
People can go to our website and download the report for free.

Jesse Good:
That’s fantastic! If you’re an Anglepoint client and would like to leave a review, we’d love to hear from you. You can visit Gartner Peer Insights in the Software Asset Management Services section to leave a review. It takes about 10 minutes, as they dive deep into the details. All of this data goes into the final report.

Brooke Hirsch:
Yes, that helps us out a lot, and it also helps other organizations looking for a managed service provider, so you’d be helping the industry in general.

Jesse Good:
Thanks again to all our clients, and thanks for listening to today’s episode of The ITAM Executive.

Brooke Hirsch:
Thank you very much.