SoftwareReviews 2022 Emotional Footprint Report for Strategic Sourcing Solutions outlines the shared sentiments of real end-users regarding their strategic sourcing solution providers and their level of satisfaction in the customer experience.
The customer experience is complex and needs to be nurtured throughout the entire relationship, from purchase to implementation and service to support. Selecting a software solution is typically a long-term commitment and is about much more than just the price. Prospective customers want to feel confident they will receive a high level of service and support from whichever vendor they choose. This report is designed to help prospective purchasers make better decisions by leveraging the experiences of real users. Read on for more highlights and download the entire 2023 Emotional Footprint Report here to view the results.
Software implementation can be complicated and frustrating, especially when companies are accustomed to manual methods. Taking the first steps toward digitalization can get very expensive, and the value of doing so needs to be clear when that much capital is at stake. This report utilizes a value index based on customer feelings of getting the "most bang for their buck" when it comes to their selected strategic sourcing solutions.
Net Emotional Footprint
The Net Emotional Footprint evaluates high-level user sentiment of the world's leading strategic sourcing providers . The responses are based on feedback from 25 thought-provoking questions, aggregated in the overall score as a key indicator of general feelings toward both the vendor and the product.
The 5 Factors of the Emotional Footprint
1. Service Experience
Customer service is the key to a mutual long-term success. When customers feel disrespected, disregarded or taken for granted, even the best software cannot make up for a negative vendor relationship. Customers want to feel valued as more than just a revenue generator, but as an integral part to the success of a solution provider. The service experience portion of this report focuses on the level of satisfaction customers feel regarding the quality and effectiveness of the service they receive during all stages of the customer lifecycle.
2. Conflict Resolution
Disagreements are inevitable but not always inherently negative. Past behavior is typically a predictor of future behavior, so being able to determine a vendor's willingness to understand and accommodate challenges upfront is critical to the ongoing working relationship. Customers want to feel assured their providers are flexible and can come to compromises that honor both parties. The conflict resolution component of this report hones in on the level of reasonableness, fairness and respect customers feel they received during times of discord.
3. Negotiation and Contract
Negotiations can be tense and feel adversarial at times, with both the bottomline and morale at stake. The art of good negotiation is to remove that level of tension by assuring both parties are operating in good faith toward a shared goal. This portion of the report highlights the trust and willingness of the providers to come to agreement during different phases of the buyer's journey.
4. Strategy and Innovation
New, innovative ways to do business are top-of-mind for industry leaders trying to distinguish themselves from their competition. Similarly, these forward-focused organizations are looking to partner with a provider who shares that appreciation and drive for better ways of working. This section of the report gauges the level of interest the providers demonstrate when it comes to staying ahead of the curve, and supporting their customers to do the same.
5. Product Impact
Software's hefty price tag is often viewed as an investment, verses an expense, when it means improving operational efficiency. The chosen solution must be reliable and consistently deliver to meet productivity goals. The feedback in this section evaluates the solution's impact to overall business performance, solidifying the platform's ROI.
Download the SoftwareReviews 2023 Strategic Sourcing Emotional Footprint Report to see what customers are saying about the industry's leading providers.