AWARD REPORT AND FINDINGS

IDC 2021 SaaS CSAT Award for ERP

Presented to Plex, December 2021

Based on ratings collected in IDC’s 2021 SaaSPath Survey, Plex placed in the highest scoring group for vendors serving the SaaS ERP application market and has been awarded IDC’s 2021 SaaS ERP Customer Satisfaction Award.

IDC’s customer satisfaction award program, the CSAT Awards, recognizes the leading software-as-a-service (SaaS) vendors in each application market who receive the highest customer satisfaction scores based on IDC’s SaaSPath survey. SaaSPath is a global survey of approximately 2,100 organizations across all geographic regions and company sizes, where customers are asked to rate their vendor on more than 30 different customer satisfaction metrics.

How Customers Rate Plex

Figure 1 shows how Plex scored in each of the customer satisfaction categories, relative to the overall average scores in each category across all vendors that were reviewed. The inner line represents the overall group averages, while the outside line depicts Plex's scores. Note: All scores have been rounded to the nearest

0.5 for illustration.

FIGURE 1: Plex Customer Satisfaction Ratings vs. ERP Vendor Average Ratings

Source: IDC SaaSPath Survey, 2021

AWARD REPORT AND FINDINGS

IDC 2021 SaaS CSAT Award for ERP

ERP Vender Performance vs Customer Expectations

ERP vendors are delivering substantial value to their clients and continue to innovate to meet evolving customer expectations, but there are always areas of opportunity for further value enhancement. On average, across all ERP vendors evaluated in this study, figure 2 below illustrates how technology buyers currently view the ERP market as-a-whole. For example, customers believe that ERP vendors are delivering high value applications, robust data security, and attractive user experiences, while ease of implementation, availability of training, and fast return on investment are areas in which customers still desire even greater performance from ERP vendors overall, on average. ERP vendors can take note of these metrics and self-evaluate whether these are capabilities they could double down on to deliver even great value to their customers.

FIGURE 2: Areas of Opportunity for ERP Vendors

Q. When evaluating a SaaS ERP provider, how important are each of the following attributes?

Q. Based on your experiences, rate your primary SaaS ERP provider on the following attributes.

Source: IDC SaaSPath Survey, 2021

What’s Behind IDC’s SaaS Award Program

SaaSPath is IDC’s premier SaaS-specific benchmarking survey, providing demand-side guidance on the mind and journey of SaaS buyers, including a deep dive into 17 functional application markets, including accounts payable, accounts receivable, digital commerce, enterprise asset management (EAM), enterprise resource planning (SFA), ERP, Core HR, payroll, talent management, procurement, professional services automation (PSA), sales force automation (SFA), supply chain management (SCM), subscription billing, tax, travel and expense (T&E), and treasury and risk.

Coverage includes application adoption, deployment models, budget plans and replacement cycle timing, purchasing preferences and attitudes toward SaaS buying channels, application migration strategy, drivers and inhibitors, packaging and pricing options, and in-depth vendor reviews, ratings, spend and advocacy scores for leading vendors in each of the 17 functional application markets.

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AWARD REPORT AND FINDINGS

IDC 2021 SaaS CSAT Award for ERP

The SaaSPath survey is conducted across all geographic regions of the world, all company sizes, includes roughly 55% IT leaders and 45% line of business leaders, and its respondent base ranges from senior managers up through chief experience officers (CXOs). All respondents go through an extensive screening process to ensure they are familiar with the technologies they are being asked about, are current users, and have influence in their company’s technology buying decisions. Further, all customer satisfaction metrics and ratings are collected solely from current customers of the vendors being rated, to ensure scoring reflects up-to-date customer sentiment based on proper vendor familiarity and knowledge. Each customer is asked to rate their primary application vendor on 32 different metrics, including 19 customer satisfaction metrics (see Table 1) and 13 vendor vulnerability categories (see Table 2). These 32 metrics, detailed below, span across 3 main categories of review, including the vendor itself and its relationship with the customer, several aspects of the product’s implementation, and a broad range of assessment examining the product’s usage and value. All satisfaction and vulnerability metrics are aggregated and analyzed on more than 200 different software providers to identify the vendors with the highest overall customer satisfaction scores in each application market.

Table 1: Customer Satisfaction Metrics

Q. Based on your experiences, rate Plex as a SaaS ERP vendor. Please use a 0–10 scale where 0 is ‘Poor’ and 10 is ‘Excellent’.

Table 2: Vendor Vulnerability Metrics

Q. Which of the following issues has your organization experienced with Plex as your SaaS ERP vendor? Select all the apply.

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AWARD REPORT AND FINDINGS

IDC 2021 SaaS CSAT Award for ERP

About the Analysts

Eric Newmark
Group Vice President: SaaS, Enterprise Applications,
and Industry Cloud

Eric runs IDC's research division on SaaS, Enterprise Apps, and Industry Cloud, and leads several of IDC’s data products, including Industry CloudPath, SaaSPath, and Industry AI Path.

Nadia Ballard
Research Manager: Industry Cloud and SaaS

Nadia leads IDC's research service on Industry Clouds, Solutions and Verticalization Strategies, providing in-depth analysis, strategy, and guidance to both technology and industrial companies, and helps run IDC's Path data product portfolio.

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