QlikView software continues to lead in customer satisfaction of business intelligence products based on three independent user-survey reports this year from Business Applications Research Centre, Aberdeen Group and IDC. 

“IDC’s research has showed that there is a growing trend in Australia and New Zealand towards businesses giving customer facing employees BI tools to access timely and accurate information, to enhance customer experiences and to develop cross-selling opportunities,” said Louise Francis, Senior Market Analyst – Global Retail Insights, IDC.  “As a result IDC expects simple, intuitive applications, such as QlikView, will become increasingly popular with customers, particularly in the mid market.”

An IDC survey sponsored by QlikTech revealed that QlikView customers achieve significantly higher satisfaction with their BI systems than general BI users. When asked to rate their satisfaction on a scale of 1 to 5, 96% of QlikView users indicated the top three levels of satisfaction. This compares very favourably with results from IDC’s 2008 survey (carried out in conjunction with InfoWorld) where 70% of general BI users indicated the top three levels of satisfaction with their BI implementations.  The survey found that QlikView is a BI customer favourite because of its average return on investment (ROI) of 186%[1] and a total cost of ownership (TCO) that is 53%[2] of other BI solutions.

QlikView Attains Highest Customer Loyalty Score in Software Industry
IDC found that the significant success QlikView customers are experiencing has resulted in many of them recommending it to others. Net Promoter score is a key measure of customer loyalty based on the question, “How likely is it that you would recommend a product/service to a friend or colleague?” QlikView ranked higher than the previous leader in the 2009 Net Promoter Score benchmark tests in the “Technology: Computer Software” category according to SatMetrix, the creator of the Net Promoter methodology[3].

Two other reports also found similar results:

• Aberdeen Group named QlikView the sole “Champion” in the 2009 Aberdeen AXIS for BI/Performance Management report, applying its AXIS methodology through a customer-centric assessment tool.   As stated in the report, “QlikTech customers have consistently reported high praise and satisfaction with the company and its products, and are most likely to have achieved value from the purchase of the software for performance management projects. The software interface is known for its intuitiveness and this means that end-users are likely to adapt to its use quickly.”
•  Business Application Research Center ranked QlikView #1 for Ease of Use and Customer Loyalty in its BI Survey 8 – the world’s largest independent survey of Business Intelligence and Performance Management users. QlikView received top honors in Benefits Achieved, Inclination to Buy More and Lowest Consulting Spend.

“These results consistently show that the QlikView customer experience sets a new bar in business intelligence,” said Stuart Barnard, Managing Director at Inside Info, Master Reseller of QlikView in Australia. “One which includes rapid time to value; custom dashboards with Google-like ease of use; minimal professional services; and fast query performance, even on very large data sets.”

 

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[1] IDC White Paper sponsored by QlikTech, “Time to Value and ROI from BI: The QlikView Customer Experience, Doc # IDCWP16R3, October 2009

[2] IDC White Paper sponsored by QlikTech, “The TCO of BI: The QlikView Customer Experience, Doc # IDCWP16R, October 2009

[3] IDC White Paper sponsored by QlikTech, “Success and Value from BI: The QlikView Customer Experience, Doc # IDCWP16R2, October 2009