“Voice of the Customer” is a report based on the aggregated ratings of Gartner Peer Insights in a market to provide an overall perspective for IT decision-makers. This aggregated peer perspective, along with the individual detailed ratings, supplements the studies prepared by experts such as Magic Quadrants and Market Guides. It can play a key role in companies’ buying processes because it focuses on the direct experiences of peers with purchasing, implementing, and operating a solution.

Only providers that have 20 or more qualified published ratings during the specified 18-month submission period are included. The assessment criteria are the performance of the product, experiences with sales and with the implementation and launch of the software, and the support services.

The high customer satisfaction and recommendation rate are also reflected in the two most-recent ratings from the beginning of 2023, for example:

“It is a good software program with a wide range of functions that can be adapted in detail to the company’s circumstances.”

“All in all, we are very satisfied with USU ITSM because it is highly flexible and has great automation potential, but also requires a lot of knowledge to implement and maintain everything, which is what we want.”

“We are pleased with the differentiated and once again very positive customer feedback on the renowned Gartner Peer Insights customer ratings portal. This provides us with authentic information on where we stand in comparison to our main competitors,” says Peter Stanjeck, Senior Vice President of USU.

GARTNER disclaimer

Gartner Peer Insights ‘Voice of the Customer for IT Service Management Platforms’, 24.03.2023. Gartner® and Peer Insights™ are trademarks of Gartner, Inc. and/or its affiliates. All rights reserved.
Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.