In its reports, Voice of The Customer Vendor Landscape, 2014 and Voice of The Customer Vendor Go-To-Market Strategies, 2014, of February 25, 2014, Forrester Research summarizes the industry ecosystem, with an overview of vendor capabilities, including professional services and delivery models. Confirmit, the market-leading global solutions provider for Customer Experience, Employee Engagement and Market Research, stands within a small group, or nine percent of the companies considered, with offerings in platform for all forty-one capabilities surveyed in the Voice of The Customer Vendor Landscape, 2014 report.
The reports identify and survey thirty-four VoC market players based on capabilities, including professional services, delivery and pricing models, and global operations. Included in the Voice of The Customer Vendor Go-To-Market Strategies, 2014 report, Confirmit (confirmit.com) is one of the few companies that had offerings in all eleven professional services areas surveyed; a delivery model with both SaaS and on-premise options; different pricing structures; and offices in North America, EMEA and APAC.
The Voice of The Customer Vendor Landscape, 2014 report examines a section of fifteen solutions providers that “support VoC programs with a robust set of capabilities that includes feedback collection, integration of feedback with other data in a centralized data hub, analysis, reporting, and closed-loop action management.” Other report highlights include:
• In areas of survey creation, management capabilities, analysis capabilities, response management features and project tracking matrices, Confirmit offers 100 percent of all forty-one surveyed capabilities.
• Confirmit is one of only two companies who offered 100 percent of all surveyed capabilities provided either as self-service or vendor supported service.
• The company places with seven other companies with the broadest project tracking capabilities, which can be considered a key differentiator for turning data into actionable insight and business results.
• Confirmit is one of the platforms that stands out in the area of advanced analysis of structured feedback; it is one of the few platforms that had offerings in all nine surveyed areas. The report notes that “with the increased maturity of VoC programs, text analytics and social media listening will become a standard requirement for any VoC program.”
“Forrester Research’s insightful industry analysis underscores for us that market differentiation will come down to simplifying the process by partnering with one expert for the technology and knowledge to power your entire program,” said Henning Hansen, Confirmit President and CEO. “Not only do we offer the broadest range of VoC capabilities, but our recent acquisition of Integrasco enables our customers to generate huge insight through the capture and analysis of social insights and unstructured text within their programs.”