Gartner Peer Insights ‘Voice of the Customer’ in the Robotic Process Automation Market
Gartner has a platform dedicated for providing ratings and reviews of enterprise technology solutions called Gartner Peer Insights. This is a free peer-review and rating platform where reviews are done by end-user professionals for end-user professionals. These reviews are strictly validated and moderated to ensure credibility and authenticity. The platform is designed specifically for enterprise software and service decision-makers. Gartner Peer Insights “Voice of the Customer” is a document that combines these Peer Insights’ reviews to provide key insights for IT decision-makers. The insights provide direct peer experiences of implementing and operating the enterprise solution. This can significantly help the buying process as the aggregated peer perspective and comprehensive reviews can help organizations to decide which solution they should be using for their requirement.
Gartner Peer Insights “Voice of the Customer” (VoC) RPA
In the 18-month period ending 31st October 2021 last year, Gartner Peer Insights has published over 1800 reviews in the Robotic Process Automation (RPA) market. In the document, Gartner has categorized all the eligible vendors into four separate quadrants with the X-Axis for User Interest and Y-axis based on Overall Rating.
Three factors are considered for giving vendor’s User Interest and Adoption scores, with a weight of one-third value for each. The factors include review volume, user willingness to recommend, and review market coverage across the industry, company size and implementation region. To get into the right-hand quadrants, a vendor must satisfy the criteria of the score more than the market average for User Interest and Adoption. Whereas the market average Overall Rating is calculated as the mean of all eligible vendors’ average Overall Rating for qualifying to the upper quadrants.
Four quadrants based on User Interest and Adoption and Overall Rating
The vendors positioned in the upper right quadrant of the “Voice of the Customer” quadrants can be identified with the Customers’ Choice badge, which is a Gartner Peer Insights distinction. All the recognized vendors in this category have the distinction of either meeting or exceeding both the market average Overall Rating and the market average User Interest and Adoption. These vendors include leading RPA providers such as UiPath and Automation Anywhere. Laiye, a relative newcomer to the RPA market has also received the Customers’ Choice badge.
Meanwhile, those vendors that are placed in the lower-right quadrant of the VoC (mentioned as “Established”) are meeting or exceeding the market average for User Interest and Adoption. However, they fall short of the market average when it comes to the Overall Rating. Blue Prism and Microsoft are the leading vendors in this “Established” vendors category.
Vendors positioned in the upper-left quadrant ( mentioned as “Strong Performer”) of the VoC, satisfy or exceed the market average score for Overall Rating but do not satisfy the market average when it comes to the score against User Interest and Adoption. The companies in this quadrant include Cyclone Robotics, Datamatics, EdgeVerve Systems, FPT Software, Rocketbot, and Shanghai ENCOO Technology.
Whereas vendors who are placed in the lower-left quadrant (mentioned as “Aspiring”) of the “Voice of the Customer” ratings, fail to satisfy both the criteria of meeting or exceeding the market average User Interest and Adoption and also the market average Overall Rating. The “Aspiring” vendors include Appian, AutomationEdge, IBM, Pega, SAP, and WorkFusion.
Gartner Peer Insights ‘Voice of the Customer’ report includes scores for Overall Rating, willingness to recommend, and the four category ratings such as product capabilities, sales experience, deployment experience and support experience ratings in each vendor summary. All the vendors mentioned in the report meet the minimum criteria to be included in the list as eligible vendors.