Readers' Choice Survey 2009
SURVEY CATEGORIES
CUSTOMER RELATIONSHIP MANAGEMENT
NEW PRODUCT DEVELOPMENT & INTRO
For the ninth year in a row, CGT asked its subscriber base to identify their most valued and used solution and service providers across 10 categories. In the midst of a recession, the results of the 2009 Readers' Choice Survey may be more valuable than ever before as you revisit and reevaluate your company's business and technology choices past, present and future. Here is a breakdown of the survey's methodology and content:
Assembling the Top 10 Lists
The list in each category is derived from the feedback of approximately 150 executives from consumer goods companies of all sizes. The ballot spanned 10 technology and service categories, including Supply Chain Planning, Trade Promotion Management, Outsourcing and more. To ensure the integrity of the survey process, we asked respondents to only vote in the categories with which they are involved.
Participants were asked to identify the solution or service provider they currently use in each applicable category and rank the customer experience received using their chosen provider on a scale of one to five (one being extremely dissatisfied, five being extremely satisfied).
The Top 10 list (or Top 8 or Top 5 list, in some cases) for each category was determined by assigning each company a combined score that consists of the sheer number of votes (indicative of their footprint in the consumer goods industry) weighed against their average customer experience rating. The companies that received the highest scores in each category were then ranked accordingly.
In addition, a measure titled "Category Customer Experience" tabulates the average customer experience rating in a category based on all survey responses.
Breakout Favorites: In addition to our Top 10, Top 8 and Top 5 lists, CGT recognizes companies in each category that received special accolades from readers in the following areas:
- Customer Experience: This recognition identifies the one company that received the highest average customer experience rating from users in its respective category.
- SMB Market: This recognition identifies the most used and valued solution or service provider in a category among the participating consumer goods firms with revenue equal to or less than $1 billion. The methodology for this list follows the same methodology as the larger lists.
The Editors' Pick Section: This year's Readers' Choice survey contains 10 different categories, but some companies do not fall neatly within the lines we have drawn due to their size or focus. In response, an "Editors' Pick" section, starting on Page 25, was created to recognize those companies that offer additional and/or unique support to your supply chain, sales and marketing and innovation strategies..
Survey Demographics
More than 150 executives helped to determine this year's survey results. Here is how the respondent base breaks out regarding company size and job function.
What is your organization's annual revenue?
52% More than $1 billion
48% $1 billion or less
Which of the following describes your area of expertise (for all survey participants)?
23% Supply Chain
31% Sales & Marketing
11% Product Development
35% General IT
Which of the following describes your area of expertise (for survey participants with revenue of $1 billion or less)?
22% Supply Chain
29% Sales & Marketing
15% Product Development
34% General IT