Vendor Price Satisfaction Benchmark · Web Cloud Single Sign on SSO 23% OF CLIENTS ARE DELIGHTED...
Transcript of Vendor Price Satisfaction Benchmark · Web Cloud Single Sign on SSO 23% OF CLIENTS ARE DELIGHTED...
May 2019
PRODUCT SCORECARD
HID DigitalPersonaIdentity and Access Management Improving and Accelerating Enterprise
Software Evaluation and Selection
611 Center Ridge DriveAustin, TX 78753U.S.A.
+1 866 607 7339
www.hidglobal.com
www.linkedin.com/company/hidglobal
3000 Employees Founded 1991
47Reviews
Product Scorecard / Table of Contents
HID DigitalPersonaProduct Scorecard ContentsExecutive Summary 3
Vendor Capability Satisfaction 4
Product Feature Satisfaction 5
Emotional Footprint 6
Reasons for Leaving and Joining 10
Implementation 15
Staffing and Ownership 16
Selection Decisions 17
Market Size Comparison 18
Comparisons 19
How to Use the ScorecardThe Product Scorecard is a comprehensive report designed to help clients make better purchasingdecisions.
Data in the report is collected from real end users’ of the product and analyzed in an exhaustive fashionwith extensive data analytics.
Use this report to understand whether this product is right for your organization.
Product Scorecard / Executive Summary
NUMBER OF REVIEWS
47HID DigitalPersonaIDENTITY ANDACCESSMANAGEMENT
The edge of your enterprise is now anywhere people work and defending this borderless enterprise requires focusing on the human factor — user identity. The HID DigitalPersona (Formerly Crossmatch) solution delivers strong, multi-factor authentication designed for the people that use it and those that manage it. Crossmatch was acquired by HID Global in September 2018.
3000 Employeeswww.hidglobal.com
611 Center Ridge DriveAustin, TX 78753U.S.A.The composite satisfaction score (Composite Score) is an average of four different areas of evaluation: Net Emotional Footprint, Vendor Capabilities, Product Features, and Likeliness to Recommend. The Net Emotional Footprint Score measures user emotional response ratings of the vendor (e.g. trustworthy, respectful, fair).
7.6/10 COMPOSITE SCORE
Likeliness to Recommend
Promoters 49%
Passives 32%
Detractors 19%
RANK OUT OF 9
4thLIKELINESS TO RECOMMEND
80%IDENTITY AND ACCESS MANAGEMENT CATEGORY
Plan to Renew
Definitely 41%
Probably 48%
Probably Not 9%
Definitely Not 2%
RANK OUT OF 9
5thPLAN TO RENEW
89%IDENTITY AND ACCESS MANAGEMENT CATEGORY
Satisfaction that Cost is Fair Relative to Value
Delighted 26%
Highly Satisfied 57%
AlmostSatisfied
17%
Disappointed 0%
RANK OUT OF 9
2ndSATISFACTION
77%IDENTITY AND ACCESS MANAGEMENT CATEGORY
3
Product Scorecard / Vendor Capability Satisfaction
VendorCapability SatisfactionWhen making the right purchasing decision, use peer satisfaction ratings to decipher HID DigitalPersona’s strengths andweaknesses, and determine which capabilities matter most to you. A scale of satisfaction ranging from Disappoints, AlmostSatisfies, Highly Satisfies, and Delights is applied to each core vendor capability providing an ability to understandsatisfaction across several business and IT competencies.
How satisfied are you with the following HID DigitalPersona capabilities?
Ease of Implementation
27%OF CLIENTSARE DELIGHTED
The ability to implement thesolution without unnecessarydisruption.Successfully implementing newsoftware is necessary to realizeits full value and promote enduser adoption. This dataindicates whether or not theproduct is easy to implement.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
2ndof 9 inIdentity andAccessManagement
77%SATISFACTION
73%CATEGORYAVERAGE
Product Strategy and Rate of Improvement
21%OF CLIENTSARE DELIGHTED
The ability to adapt to marketchange.Vendors who don’t stay on top ofemerging needs and trends won’tenable you to meet your businessgoals. Use this data to separateinnovators from imposters.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
2ndof 9 inIdentity andAccessManagement
75%SATISFACTION
71%CATEGORYAVERAGE
Ease of IT Administration
22%OF CLIENTSARE DELIGHTED
Ease of use of the backend userinterface.This data indicates whether ITpersonnel will be able to resolveissues and performconfigurations efficiently andeffectively.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
3rdof 9 inIdentity andAccessManagement
78%SATISFACTION
74%CATEGORYAVERAGE
Business Value Created
20%OF CLIENTSARE DELIGHTED
The ability to bring value to theorganization.Software needs to create valuefor employees, customers,partners, and, ultimately,shareholders. This dataexpresses user satisfaction – orlack thereof – with the product’sbusiness value.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
4thof 9 inIdentity andAccessManagement
76%SATISFACTION
76%CATEGORYAVERAGE
Usability and Intuitiveness
17%OF CLIENTSARE DELIGHTED
The ability to reduce trainingdue to intuitive design.End user learning curves cost theorganization money. Payattention to your end users’technical ability to determine howimportant UX is in your purchase.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
4thof 9 inIdentity andAccessManagement
74%SATISFACTION
74%CATEGORYAVERAGE
Availability and Quality of Training
16%OF CLIENTSARE DELIGHTED
Quality training allowsemployees to take fulladvantage of the software.Effective and readily availabletraining enables users to get themost out of the software you’vechosen. Use this section to makesure your vendor’s trainingprograms and materials measureup.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
4thof 9 inIdentity andAccessManagement
71%SATISFACTION
69%CATEGORYAVERAGE
Breadth of Features
20%OF CLIENTSARE DELIGHTED
The ability to perform a widevariety of tasks.Users prefer feature rich softwarethat enables them to performdiverse series of tasks. This dataexpresses user satisfaction withthe product’s breadth of features.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
5thof 9 inIdentity andAccessManagement
76%SATISFACTION
75%CATEGORYAVERAGE
Vendor Support
18%OF CLIENTSARE DELIGHTED
The ability to receive timely andsufficient support.The importance of vendorsupport will vary for eachorganization depending oninternal capabilities, but there willalways be issues that only thevendor can resolve.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
6thof 9 inIdentity andAccessManagement
73%SATISFACTION
74%CATEGORYAVERAGE
Ease of Customization
12%OF CLIENTSARE DELIGHTED
The ability to scale the solutionto a business’ unique needs.Don’t get bogged down in adifficult customization; use thisdata to make sure you can easilyachieve the functionality youneed for your particular situation.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
6thof 9 inIdentity andAccessManagement
67%SATISFACTION
69%CATEGORYAVERAGE
Quality of Features
13%OF CLIENTSARE DELIGHTED
The ability to perform at orabove industry standards.Feature quality is just asimportant as quantity. Use thisdata to determine if this productwill do what you’re purchasing itto do, easily, intuitively, reliably,and effectively.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
7thof 9 inIdentity andAccessManagement
73%SATISFACTION
74%CATEGORYAVERAGE
Ease of Data Integration
20%OF CLIENTSARE DELIGHTED
The ability to seamlesslyintegrate data.Use this data to determinewhether the product will causeheadaches or make dataintegration easy.
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
7thof 9 inIdentity andAccessManagement
71%SATISFACTION
71%CATEGORYAVERAGE
4
Product Scorecard / Product Feature Satisfaction
ProductFeature SatisfactionPay attention to the features you need for your scenario by evaluating peer feature satisfaction ratings. Tolerate lowscores on features that do not impact your business, instead focus on scores being high for features that matter. A scaleof satisfaction ranging from Disappoints, Almost Satisfies, Highly Satisfies, and Delights is applied to each feature core tothe Identity and Access Management market.
How satisfied are you with the following HID DigitalPersona features and functionalities?
IDENTITY AND ACCESS MANAGEMENT
MANDATORY FEATURES
Mobility Support
28%OF CLIENTSARE DELIGHTED
Software is optimized formobile usage
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
2ndof 9 inIdentity andAccessManagement
79%SATISFACTION
73%CATEGORYAVERAGE
Provisioning Deprovisioning
25%OF CLIENTSARE DELIGHTED
Functionality for providingaccess rights to new users/removing access rights in anintuitive way
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
2ndof 9 inIdentity andAccessManagement
78%SATISFACTION
74%CATEGORYAVERAGE
Multi-Factor Authentication
23%OF CLIENTSARE DELIGHTED
Supports multi-factor deviceand app authentication
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
2ndof 9 inIdentity andAccessManagement
75%SATISFACTION
74%CATEGORYAVERAGE
Activity Monitoring Alerts
29%OF CLIENTSARE DELIGHTED
User access patterns can bemonitored with rule-basedalerts for sensitive dataaccess requests
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
3rdof 9 inIdentity andAccessManagement
80%SATISFACTION
77%CATEGORYAVERAGE
Identity Governance
23%OF CLIENTSARE DELIGHTED
Software allows identities andaccess to be centrallymanaged through policies
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
3rdof 9 inIdentity andAccessManagement
74%SATISFACTION
74%CATEGORYAVERAGE
Reporting
17%OF CLIENTSARE DELIGHTED
Software provides reportingfunctionality
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
5thof 9 inIdentity andAccessManagement
75%SATISFACTION
75%CATEGORYAVERAGE
Advanced Provisioning
22%OF CLIENTSARE DELIGHTED
Software provides advancedcustomization and automationfor user access provisioning
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
5thof 9 inIdentity andAccessManagement
74%SATISFACTION
74%CATEGORYAVERAGE
Password Management
30%OF CLIENTSARE DELIGHTED
Software provides credentialmanagement and retrievalfunctionality
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
7thof 9 inIdentity andAccessManagement
76%SATISFACTION
77%CATEGORYAVERAGE
Web Cloud Single Sign on SSO
23%OF CLIENTSARE DELIGHTED
Single sign-on capabilityextends to web and cloudapplication instances
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
7thof 9 inIdentity andAccessManagement
74%SATISFACTION
76%CATEGORYAVERAGE
Privileged Access Management
18%OF CLIENTSARE DELIGHTED
Software provides visibilityinto specific user accesspatterns
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
7thof 9 inIdentity andAccessManagement
72%SATISFACTION
74%CATEGORYAVERAGE
Access Request Management
16%OF CLIENTSARE DELIGHTED
Software allows IT to track andmanage user access requests
Delights
HighlySatisfies
AlmostSatisfies
Disappoints
DEGREE OF SATISFACTION
Ranked
7thof 9 inIdentity andAccessManagement
71%SATISFACTION
73%CATEGORYAVERAGE
5
Product Scorecard / Emotional Footprint
HID DIGITALPERSONA
Word CloudAs organizations become more and more dependent on software to automate andstreamline operations, users are developing strong emotional connections to theirapplications and vendors. The SoftwareReviews Word Cloud aggregates the mostcommonly experienced pain points and prevailing opinions held by its users. Use this at-a-glance summary to evaluate the vendor-client relationship and product effectiveness.Additional data about each of the emotional sentiments can be found on the followingpages.
WORD SIZE is driven by the strength of the sentiment.
Weak Strong
NEGATIVE POSITIVENEUTRAL
WORD COLOUR is driven by the number of reviews that share the sentiment.
CLIENT FRIENDLY POLICIES TRUSTWORTHY
RELIABLEEFFICIENT
FAIR
ENABLES PRODUCTIVITY
SECURITY PROTECTS
EFFECTIVE TRANSPARENT
FRIENDLY NEGOTIATIONINTEGRITY
CARINGSAVES TIME
HELPS INNOVATECLIENT'S INTEREST FIRST
PERFORMANCE ENHANCING
RESPECTFULINSPIRING
LOVE
UNIQUE FEATURESCRITICAL
GENEROSITY
APPRECIATES INCUMBENT STATUS
UNDER PROMISED
ALTRUISTICCONTINUALLY IMPROVING
6
Product Scorecard / Emotional Footprint
HID DIGITALPERSONAEmotionalFootprintImportance toProfessional SuccessHow important is HID DigitalPersona to yourcurrent professional success?
Strength ofEmotional ConnectionOverall, describe the strength of your emotionalconnection to HID DigitalPersona
CRITICAL
72%
13%IRRELEVANT
LOVE
79%
2%HATE
B2B purchasing decisions not only rely on data and facts, but also gutinstinct and emotional inputs. A vendors’ Emotional Footprint can influencewhether a client chooses to do business with the organization. Theinformation displayed below represents the emotional sentiment held by endusers of the software based on their experience with the vendor. Responsesare captured on an eight-point scale.
EMOTIONAL SPECTRUM SCALE
NETEMOTIONALFOOTPRINTHID DIGITALPERSONA
+75
-4 -3 -2 -1 +1 +2 +3 +4
POSITIVENEGATIVE NEUTRAL
%POSITIVE
- %NEGATIVE
=NETEMOTIONALFOOTPRINT
Strategy andInnovation
A score ranging from minus 4 to plus 4 isapplied to each individual’s emotionalreaction to each question.
As a customer, please share your feelingsacross HID DigitalPersona's Strategy andInnovation
HELPS INNOVATE
80%
2%ROADBLOCK TO INNOVATION
CONTINUALLY IMPROVING
80%
2%STAGNANT
APPRECIATES INCUMBENT STATUS
80%
7%LEVERAGES INCUMBENT STATUS
INCLUDES PRODUCTENHANCEMENTS
77%
9%CHARGES FOR PRODUCT
ENHANCEMENTS
INSPIRING
75%
9%DESPISED
7
Product Scorecard / Emotional Footprint
ServiceExperienceAs a customer, please share your feelingsacross HID DigitalPersona ServiceExperience
RESPECTFUL
82%
2%DISRESPECTFUL
CARING
82%
9%NEGLECTFUL
EFFICIENT
80%
4%BUREAUCRATIC
SAVES TIME
80%
9%WASTES TIME
EFFECTIVE
78%
4%FRUSTRATING
ProductExperienceAs a customer, please share your feelingsacross HID DigitalPersona's ProductImpact
RELIABLE
85%
4%UNRELIABLE
ENABLES PRODUCTIVITY
80%
11%RESTRICTS PRODUCTIVITY
SECURITY PROTECTS
80%
2%SECURITY FRUSTRATES
UNIQUE FEATURES
80%
9%COMMODITY FEATURES
PERFORMANCE ENHANCING
78%
7%PERFORMANCE RESTRICTING
Negotiation andContract ExperienceAs a customer, please share your feelingsacross HID DigitalPersona's Negotiationand Contract
GENEROSITY
83%
7%GREED
TRANSPARENT
83%
2%DECEPTIVE
FRIENDLY NEGOTIATION
81%
10%HARDBALL TACTICS
CLIENT'S INTEREST FIRST
76%
2%VENDOR'S INTEREST FIRST
UNDER PROMISED
70%
9%OVER PROMISED
Problem ResolutionExperienceAs a customer, please share your feelingsacross HID DigitalPersona's ProductImpact
INTEGRITY
88%
2%LACK OF INTEGRITY
TRUSTWORTHY
88%
2%BIG FAT LIARS
ALTRUISTIC
84%
7%SELFISH
FAIR
81%
5%UNFAIR
CLIENT FRIENDLY POLICIES
79%
5%VENDOR FRIENDLY POLICIES
8
Product Scorecard / Emotional Footprint
Relationships and
InteractionWhen interacting with HID DigitalPersona your peers express the following positive and negative sentiments across several teams. Usethis to assess this vendors’ service orientation and ease of partnership.
Based on your interactions and relationships with HID DigitalPersona, please summarize what you experienced
80% POSITIVESENTIMENTS
5% NEGATIVESENTIMENTS
NETRELATIONSHIP
FOOTPRINT+76
Sales TeamEFFECTIVE / KNOWLEDGEABLE
100%
0%INEFFECTIVE / UNHELPFUL
FRIENDLY / CARING
100%
0%INDIFFERENT / UNPLEASANT
Technical and Product SpecialistsFRIENDLY / CARING
76%
6%INDIFFERENT / UNPLEASANT
EFFECTIVE / KNOWLEDGEABLE
71%
0%INEFFECTIVE / UNHELPFUL
Client Service TeamEFFECTIVE / KNOWLEDGEABLE
89%
0%INEFFECTIVE / UNHELPFUL
FRIENDLY / CARING
89%
0%INDIFFERENT / UNPLEASANT
Leadership TeamEFFECTIVE / KNOWLEDGEABLE
40%
40%INEFFECTIVE / UNHELPFUL
FRIENDLY / CARING
60%
20%INDIFFERENT / UNPLEASANT
9
Product Scorecard / Reasons for Leaving and Joining
2 PEOPLE HAVEJOINED
100%MORE SATISFIED
1 PERSON HASJOINED
100%MORE SATISFIED
1 PERSON HASJOINED
90%MORE SATISFIED
LeavingHID DigitalPersonaWhen leaving a vendor try to understand whether the move has increased or decreasedsatisfaction to determine if it was the right decision. Assess how many people are leaving andwhy to determine if selecting them is the right decision.
Which product did you use prior to Crossmatch? How much more or less satisfied are you withCrossmatch than you were with your previous vendor? Why did you switch?
4 people havereported leaving
HID DigitalPersona
PEOPLE ARE
98%MORE SATISFIEDWITH THEIR NEWVENDOR ONAVERAGE
Primary Reason for Leaving HID DigitalPersona Companies face different issues with different vendors that spark a need to changesoftware. See the top reasons peers tend to leave HID DigitalPersona and who they tendto leave for.
COST FUNCTIONALITY SERVICES ARCHITECTURE CHANGING NEEDS POLITICAL REASONS VENDOR RATIONALIZATION USABILITY OTHER
25% 25%0% 0%
50%
0% 0% 0% 0%
10
Product Scorecard / Reasons for Leaving and Joining
Joining HID DigitalPersonaSee why clients left which previous vendors for HID DigitalPersona and their averageincrease or decrease in satisfaction with that move. Determine if your reasons forselecting match the most common ones, and predict your own change in satisfaction bylooking at your peers.
2 PEOPLEHAVE LEFT
PRIMARY REASON FORLEAVING
1 PERSONHAS LEFT
PRIMARY REASON FORLEAVING
1 PERSONHAS LEFT
PRIMARY REASON FORLEAVING
4 PEOPLEHAVE LEFT
ALLOTHER
VENDORS
PRIMARY REASON FORLEAVING
40% MORE SATISFIEDWITH 100%MORE SATISFIED
WITH 70% MORE SATISFIEDWITH 85% MORE SATISFIED
WITH
8 people are 74% more satisfied with HID DigitalPersona over their previous vendor onaverage
Cost
Functionality
Services
Architecture
Changing Needs
Political Reasons
Vendor Rationalization
Usability
Other
Cost
Functionality
Services
Architecture
Changing Needs
Political Reasons
Vendor Rationalization
Usability
Other
Cost
Functionality
Services
Architecture
Changing Needs
Political Reasons
Vendor Rationalization
Usability
Other
Cost
Functionality
Services
Architecture
Changing Needs
Political Reasons
Vendor Rationalization
Usability
Other
12
Product Scorecard / Licensing and Cost
What Discounts areAvailable?Every company provides discounts, but pricing flexibility changes per vendor.
Have you been able to negotiate a discount or price reduction?
67%OF ORGANIZATIONS HAVERECEIVED DISCOUNTS AT INITIALPURCHASE OR AT RENEWAL
Primary Reason ForDiscount
Reasons for discounts vary. Analyze themost popular types of discounts providedfrom HID DigitalPersona.
Please select the primary reason for thediscount or price reduction.
Discount % Provided What percent discount or price reductiondid you receive or negotiate from the initiallist price?
% OFRESPONDENTS
% OF DISCOUNT 0% 1 - 5% 6 - 10% 11 - 25%
What are Clients of HIDDigitalPersona Planning toSpend Next Year?Please indicate your expected percentage increase or decrease due to adding or removing modules or services next year, as well as the expectedpercentage increase or decrease in cost per license.
Based on satisfaction, and broken up into buckets of thirds, see whether satisfaction correlates with anticipated spend.
BOTTOM 3RDRANKEDSATISFACTION
MIDDLE 3RDRANKEDSATISFACTION
TOP 3RDRANKEDSATISFACTION
COST PERLICENSE
14%COST PERLICENSE
27%COST PERLICENSE
19%
# OFLICENSES
9%# OF
LICENSES
31%# OF
LICENSES
23%
ADD-ONCOSTS
16%ADD-ONCOSTS
29%ADD-ONCOSTS
18%
Optimized Usage or LicensesThreatened to Switch VendorsVendor Management and Ne…Volume Purchase
Legend25% 25%
25%25%
33%
17% 17%
33%
14
Product Scorecard / Implementation
IMPLEMENTATION TYPE% of respondents
IMPLEMENTATIONSATISFACTION
AVGWEEKS
WEEKSTO IMPLEMENT
AVGCOST
COSTTO IMPLEMENT
6.0 $25,000
3.5 $14,007
6.4 $28,905
7.8 $26,833
7.1 $931,250
Implementationvs Satisfaction
See how popular different types of implementation can influence satisfaction with HID DigitalPersona, the time taken to implementthe product, and the cost associated. Use cost, time, and satisfaction levels to make the right decision for you.
MinimalImplementationRequired
3% 100%
With a ThirdParty 11% 81%
With the Vendor 46% 78%
With the Vendorand a Third Party 14% 75%
IndependentImplementation 26% 67%
TrainingHow much have you spent on formal user and administrative training inthe last year? How much do you need to spend on training in order toreceive the most out of the product? See how the amount spent on traininginfluences likeliness to recommend. Determine whether it’s worth payingfor training at all.
50%of Companies SpentZero Dollars on Training
NO TRAINING
Average Likeliness to Recommend
85%
Change in Likeliness to RecommendWhen They Spend an Average of
$12,000 ON TRAINING
Average Likeliness to Recommend
100%
OrganizationsExperience a +15%
Change in Likeliness to RecommendWhen They Spend an Average of
$80,000 ON TRAINING
Average Likeliness to Recommend
90%
OrganizationsExperience a +5%
7 8 9 10 11 12 13 14 15 16 25k 25k 25k 25k 25k 25k 25k 25k 25k 25k
2 2.5 3 3.5 4 4.5 5 5.5 6 6.5 4k 8k 12k 16k 20k 24k 28k 32k 36k
6 12 18 24 30 36 42 48 54 20k 40k 60k 80k 100k 120k 140k 160k 180k
2 4 6 8 10 12 14 16 18 20 8k 16k 24k 32k 40k 48k 56k 64k 72k
2.5 5 7.5 10 12.5 15 17.5 20 22.5 25 800k 1.6m 2.4m 3.2m 4m 4.8m 5.6m 6.4m 7.2m
15
Product Scorecard / Staffing and Ownership
Staffing and Ownership Be prepared. Ensure you staff the maintenance of HID DigitalPersona correctly or risk dissatisfaction. See how likeliness torecommend, satisfaction with the ease of IT administration and satisfaction with the ease of customization correlates with theamount of staff supporting and maintaining the software. Determine how many support staff and developers you’ll need to besuccessful and what they’ll cost.
NUMBER OF IT SUPPORT STAFFREQUIRED
LIKELINESS TO RECOMMENDEASE OF IT ADMINISTRATIONSATISFACTION
EASE OF CUSTOMIZATIONSATISFACTION
0%WITH ~82 MORE
STAFF
5%WITH ~82 MORE
STAFF
10%WITH ~82 MORE
STAFF
86%LIKELINESS TO RECOMMEND
80%IT ADMINISTRATION
SATISFACTION
59%CUSTOMIZATION SATISFACTION
0%WITH ~1 LESS
STAFF
1%WITH ~1 LESS
STAFF
10%WITH ~1 LESS
STAFF
NUMBER OF DEVELOPERSREQUIRED
LIKELINESS TO RECOMMENDEASE OF IT ADMINISTRATIONSATISFACTION
EASE OF CUSTOMIZATIONSATISFACTION
0%WITH ~66 MORE
STAFF
3%WITH ~66 MORE
STAFF
5%WITH ~66 MORE
STAFF
87%LIKELINESS TO RECOMMEND
75%IT ADMINISTRATION
SATISFACTION
67%CUSTOMIZATION SATISFACTION
0%WITH ~2 LESS
STAFF
6%WITH ~2 LESS
STAFF
6%WITH ~2 LESS
STAFF
$90K $85K $100K
$75K $75K $75K $70K $65K $65K $65K $60K
$50K $50K $45K $40K $40K $40K $36K
$85K $100K $100K
$75K $71K $65K $65K $60K
$50K $50K $50K $50K $50K $36K
Staff SalariesSALARY SUPPORT
$100K + 0%
$76 - $100K 16%
$51 - $75K 47% MORE
$31 - $50K 37%
<= $30K 0%
SALARY DEVELOPERS
$100K + 0%
$76 - $100K 21%
$51 - $75K 36%
$31 - $50K 43%
<= $30K 0%
Established Clear Ownership
IT OWNERONLY
34%
NOOWNER
30%
BUSINESSAND ITOWNER
27%
BUSINESSOWNER ONLY
9%
Ownership Satisfaction
0 STAFF
1 STAFF
2 STAFF
3 STAFF
4-5 STAFF
6-10 STAFF
11+ STAFF
0%
6%
23%
19%
17%
9%
26%
0 STAFF
1 STAFF
2 STAFF
3 STAFF
4-5 STAFF
6-10 STAFF
11+ STAFF
13%
29%
13%
6%
13%
3%
23%
BUSINESS AND IT OWNER
BUSINESS OWNER ONLY
NO OWNER
IT OWNER ONLY
84%
80%
79%
81%
16
Product Scorecard / Selection Decisions
How SelectionDecisions are Made
Spend the right amount of time making yourdecision. See how formal peers’ selectionprocesses are to allocate appropriate resourcing forthis project.
How much time and effort (in weeks) was spentmaking your selection decision?
Who Made theSelection
Involve the right people when purchasing. See whopeers’ involved in the decision to ensure you’reinvolving the right mix of business and IT.
How many people were involved in the followingcapacities during this vendor selection decision?
# ofDecisionMakers
Businessand ITInvolvement
# ofInfluencers
SelectionMethodologySoftware that is integral to the business needs a full, formal, front-to-backselection process which takes time and resources. Some software can bepurchased with less involvement. Understand what process you shouldundertake.
Selection Process,Oversight,and ApprovalWhat processes, oversights, and approvals were used in your evaluation andselection process?
Discover the most popular types of selection processes, oversights, andapprovals used for HID DigitalPersona. Because companies may use morethan one process when selecting software, these percentages don'tnecessarily add to 100%.
FORMAL INFORMAL
How Effective is theSelection Process 77% EFFECTIVE
% O
F RESPON
DENTS
1 WEEK 2 WEEKS 3-5 WEEKS 6-10 WEEKS 11-20 WEEKS 21+ WEEKS
4% 26% 35% 22% 9% 4%
0 1 2-4 5-8 9+
0% 4% 31% 30% 35%
IT ONLY MIXED BUSINESS ONLY
4%
96%0%
0 1 2-4 5-8 9+
IT ONLY
0% 50% 50% 0% 0%
0 1 2-4 5-8 9+
MIXED
0% 0% 40% 30% 30%
0 1 2-4 5-8 9+
BUSINESS ONLY
0% 0% 0% 0% 0%
Enterprise ArchitectureOversight and Approval
Procurement or LegalOversight and ApprovalSecurity Oversight and
Approval
Used a Consultant
Used an RFP Process
Used Formal Decision Criteria
Used ROI or Cost BenefitAnalysis
Used Third Party Data orReports
26%
22%
35%
22%
13%
30%
35%
35%
17
Product Scorecard / Market Size Comparison
Market Size Comparison Most products aren’t well-suited for businesses of all shapes and sizes. See which market segment HID DigitalPersona fits best.“Small” businesses range from 1 to 500 employees, “Medium” businesses range from 501 to 5,000 employees, and “Large”businesses have more than 5,000 employees.
CAP49%
COST7%
FEAT27%
ORG17%
SMALL
+62 NET PROMOTER SCORE
Promoters 69%
Passives 23%
NET PROMOTER
Detractors 8%
CAPABILITYSATISFACTION
FEATURESATISFACTION
IMPLEMENTATIONSATISFACTION
COSTSATISFACTION
ORG FIT1: COST 2: SIZE AND MARKET SHARE OF VENDOR3: ARCHITECTURAL PLATFORM FIT
IMPORTANCE
PLAN TO RENEW 92%
Delighted 25%
Highly Satisfied 57%
Almost Satisfied 18%
Disappointed 0%
Delighted 39%
Highly Satisfied 52%
Almost Satisfied 8%
Disappointed 1%
Delighted 38%
Highly Satisfied 47%
Almost Satisfied 15%
Disappointed 0%
Delighted 37%
Highly Satisfied 50%
Almost Satisfied 13%
Disappointed 0%
CAP46%
COST3%
FEAT34%
ORG17%
MEDIUM
+26 NET PROMOTER SCORE
Promoters 48%
Passives 30%
NET PROMOTER
Detractors 22%
CAPABILITYSATISFACTION
FEATURESATISFACTION
IMPLEMENTATIONSATISFACTION
COSTSATISFACTION
ORG FIT1: EXISTING PERSONAL RELATIONSHIP2: ARCHITECTURAL PLATFORM FIT 3: COST
IMPORTANCE
PLAN TO RENEW 87%
Delighted 19%
Highly Satisfied 62%
Almost Satisfied 19%
Disappointed 0%
Delighted 19%
Highly Satisfied 65%
Almost Satisfied 16%
Disappointed 0%
Delighted 22%
Highly Satisfied 65%
Almost Satisfied 13%
Disappointed 0%
Delighted 27%
Highly Satisfied 55%
Almost Satisfied 18%
Disappointed 0%
CAP52%
COST1%
FEAT32%
ORG15%
LARGE
+-- NET PROMOTER SCORE
Promoters 27%
Passives 46%
NET PROMOTER
Detractors 27%
CAPABILITYSATISFACTION
FEATURESATISFACTION
IMPLEMENTATIONSATISFACTION
COSTSATISFACTION
ORG FIT1: SKILL AND STAFF FIT 2: ARCHITECTURAL PLATFORM FIT3: COMPELLING SALES EXPERIENCE
IMPORTANCE
PLAN TO RENEW 90%
Delighted 11%
Highly Satisfied 49%
Almost Satisfied 38%
Disappointed 2%
Delighted 18%
Highly Satisfied 44%
Almost Satisfied 37%
Disappointed 1%
Delighted 22%
Highly Satisfied 34%
Almost Satisfied 44%
Disappointed 0%
Delighted 0%
Highly Satisfied 75%
Almost Satisfied 25%
Disappointed 0%
18
Product Scorecard / Comparisons
# OFYEARS
% OFRESPONDENTS
HOW LIKELY TORECOMMEND?
VENDORCAPABILITY
FEATURES ANDFUNCTIONALITY
LIKELY TORENEW
1 23% 83% 74% 76% 100%
2 28% 84% 75% 74% 100%
3 12% 75% 71% 80% 75%
4 5% 83% 77% 85% 50%
5 9% 63% 55% 51% 33%
6-10 17% 69% 77% 82% 100%
11+ 6% 89% 75% 73% 100%
AVERAGE 80% 74% 75% 89%
Yearsof Ownership
See how longevity of ownership affects satisfaction across theproduct.
In what year did you implement HID DigitalPersona?
INVOLVEMENT % OFRESPONDENTS
HOW LIKELY TORECOMMEND?
VENDORCAPABILITY
FEATURES ANDFUNCTIONALITY
LIKELYTORENEW
IT DEVELOPMENT, INTEGRATION, AND ADMINISTRATION 41% 76% 72% 73% 89%
IT LEADER OR MANAGER 40% 82% 75% 77% 84%
INITIAL IMPLEMENTATION 32% 74% 69% 74% 87%
END USER OF APPLICATION 29% 81% 71% 76% 92%
VENDOR SELECTION AND PURCHASING 13% 93% 86% 92% 83%
VENDOR MANAGEMENT AND RENEWAL 11% 87% 77% 80% 100%
BUSINESS LEADER OR MANAGER 11% 89% 77% 77% 100%
AVERAGE 80% 74% 75% 89%
Involvementof Customers
See how involvement with the product affects satisfaction across theproduct. Because users can be involved with a product in more thanone capacity, the % of Respondents column doesn't necessarily add to100%.
What is or was the nature of your involvement with this product?
ROLE % OFRESPONDENTS
HOW LIKELY TORECOMMEND?
VENDORCAPABILITY
FEATURES ANDFUNCTIONALITY
LIKELY TORENEW
INFORMATION TECHNOLOGY 68% 82% 73% 76% 91%
SALES AND MARKETING 11% 80% 78% 73% 80%
OPERATIONS 8% 94% 81% 81% 100%
C-LEVEL 4% 50% 70% 64% 100%
FINANCE 3% 44% 70% 73% 100%
INDUSTRY SPECIFIC ROLE 2% 100% 75% 75% 100%
CONSULTANT 2% 67% 58% 66% 100%
STUDENT OR ACADEMIC 2% 56% 60% 64% --
VENDOR MANAGEMENT -- -- -- -- --
HUMAN RESOURCES -- -- -- -- --
PUBLIC SECTOR -- -- -- -- --
AVERAGE 80% 74% 75% 89%
Roleof Customers
See how department or seniority affects satisfaction across theproduct.
Please select your current role.
USAGE % OFRESPONDENTS
HOW LIKELY TORECOMMEND?
VENDORCAPABILITY
FEATURES ANDFUNCTIONALITY
LIKELY TORENEW
DAILY 47% 89% 77% 81% 95%
WEEKLY 28% 79% 71% 73% 92%
RARELY OR NEVER 10% 60% 74% 74% 100%
OCCASIONALLY 8% 75% 74% 70% 67%
PREVIOUSLY USED 7% 56% 59% 62% 33%
AVERAGE 80% 74% 75% 89%
Usage Levelof Customers
See how the frequency of interaction with the product affectssatisfaction.
How often do you use the features and functionality of this software?
19