Customers’ Choice FAQs

FAQs for Peer Insights Customers’ Choice Recognition

Why is Gartner doing this?

Since the launch of Gartner Peer Insights in October 2015, we’ve published over 70,000 verified reviews from customers. In many markets, we have gathered enough customer reviews to provide a way to recognize vendors that are highly rated by their customers, as a complement to our analyst-driven research (Gartner Magic Quadrants and Critical Capabilities).

How will vendors be chosen for the distinctions?

The Peer Insights Customers’ Choice distinction is a recognition of vendors in a given market that takes into account both the number of reviews and the overall user ratings. During the submission period — defined as 12 months prior to the eligibility cutoff date — a vendor must have 50 or more published reviews and an average overall rating of 4.2 stars or higher across those reviews.   In markets where more than seven vendors meet the criteria, the top seven vendors with the highest number of published reviews within the submission period will be selected as designated vendors.  Gartner remains committed to being completely transparent about the criteria considered in recognizing this distinction. You can view the full description on the Methodologies page.

What will you do to recognize vendors?

We think it’s a tremendous accomplishment when your customers love your solutions. We will announce the vendors online in the Gartner Peer Insights platform. We will also provide digital marketing collateral to help vendors drive awareness of their achievement.

In which markets will vendors receive the distinctions?

We plan to announce Gartner Peer Insights Customers’ Choice distinctions in the markets listed here.

Does this replace the Magic Quadrant (MQ) view of a market?

No, the expert-driven methodologies embodied in Gartner Magic Quadrants and Critical Capabilities represent the gold standard that our clients have been using to help select vendors for years. The Peer Insights view complements that perspective by overlaying on those perspectives solely what a vendor’s customers think of its products. We believe this is a useful lens to compare vendors that is additive to our clients, and especially helpful for non-client end users.

Will recipients always be leaders in the associated MQ?

Not necessarily. As mentioned above, the Customers’ Choice distinction represents a customer view of the highest-rated vendors in a market. It is complementary to an analyst’s broader perspective.

How will this data be used in the MQ? Will receiving the distinction put us in the Leaders’ quadrant?

The raw data from Peer Insights reviews is made available to our analysts, but it is only one factor among many that they consider when creating an MQ.

Will other vendors who received Customers’ Choice distinctions be recognized at Gartner events?

We are committed to recognizing vendors whose customers love their solutions. While we think our events are a good way to do this, we also don’t want to be constrained by our event calendar.  All future Customers’ Choice distinctions will be announced online in the Peer Insights platform.

How will you eliminate vendors/products that don’t belong to a given market? Will only vendors in the Magic Quadrant be recognized?

Vendors and their products do not have to be included in a relevant Magic Quadrant/Critical Capabilities report to be considered for recognition. However, Gartner does move mislabeled reviews (that is, when an end user has selected an incorrect market as determined by Gartner Research) to their “rightful homes.” Any vendor solution that our Research team has determined belongs in the indicated market will be eligible for recognition. We will validate that all products belong in the market in which they were reviewed prior to the announcement date.

Will the methodology change from year to year?

Our goal is to be analytically sound and transparent. To meet these goals, we expect our methodology will evolve over time as we learn from the process. We are committed to being completely transparent about our criteria for this distinction. View the full description here.

For how long is the distinction current?

Initially, we will be making these distinctions annually — i.e., a year. As we get higher volumes of reviews in a market, we may increase the frequency of consideration. We will do so if the volume of data supports more frequent synthesis and we hear from our end users that this would be helpful to their buying process.

Right now the reviews come sourced by Gartner as well as from vendor campaigns. Aren’t vendor-sourced reviews inherently biased because vendors select their best clients and offer them incentives to write reviews?

We know from many years of conducting MQ reference surveys that it’s hard for vendors to control what even a handful of their customers say, let alone 50+ reviews. Our interviews with reviewers suggest that most of them are motivated by a desire to give back to the broader IT community. We’ve decided to include vendor-incentivized reviews as part of the relevant data set used to determine the distinctions. Our vetting process for reviews is extensive (see our FAQs here for a summary), and we investigate any anomalies to ensure that users can trust the reviews in Gartner Peer Insights.

Are you compromising the Gartner brand by tying it to a distinction?

No, if anything, we expect to reinforce our brand with this distinction among clients and non-clients alike. Our brand strives to provide trusted guidance to end users to improve decision making, and Peer Insights is the first Gartner offering that gives both clients and non-clients access to verified reviews to aid in software purchase decisions. Our goal is to have a transparent and analytical methodology, and we expect that this will reinforce the confidence and trust that people already have in the Gartner brand.

What if I have more questions?

If you have any further questions, send us an email at PeerInsights@gartner.com and we will get back to you as soon as we can.