Software Users Review eCommerce Platform Vendors for Satisfaction, Revealing Top Four Through SoftwareReviews

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Shopify Plus, Salesforce Commerce, Zoey, Adobe eCommerce named champions in 2020 Emotional Footprint Awards.

Ecommerce Platform Emotional Footprint reveals top four champions according to reviews by software users.

Overall, eCommerce Platform software users were most satisfied with vendors being respectful, and most disappointed in vendors’ tendency to over promise.

SoftwareReviews, a division of world-class IT Research and Advisory Firm Info-Tech Research Group, announces its 2020 eCommerce Platform Emotional Footprint Award winners, rating four top vendors as providing exceptional customer experiences.

“As organizations look to broaden their e-commerce platform footprints in light of COVID-19, the need to have a strong supporting technology stack has never been more salient,” says Ben Dickie, director of research and advisory at Info-Tech. “Modern e-commerce platform suites provide a host of robust functional capabilities, from cart management to retail analytics. However, the most successful vendors pair industry-leading functionality with a clear focus on both customer and user experience.”

Each vendor is rated based on their experience provided by their software, including the Service and Product Experience, Strategy, Conflict Resolution, and Contracting and Negotiation process. The following vendors were rated as leaders according to the feedback provided by their end users via SoftwareReviews’ comprehensive online survey:

  • Shopify Plus
  • Salesforce Commerce
  • Zoey
  • Adobe eCommerce

The Emotional Footprint Awards are showcased in a report based on software user reviews focused on the client-vendor relationship from the user’s point of view. Overall, eCommerce Platform software users were most satisfied with vendors being respectful, and most disappointed in vendors’ tendency to over promise.
Each of the four champion vendors earned top product in many areas. Shopify Plus, with an Emotional Footprint score of +91, performed consistently overall and received top products in all conflict resolution categories. Salesforce Commerce, with an Emotional Footprint score of +82, earned high scores for being respectful, altruistic, having client friendly policies and excellent security protection. Zoey, with an Emotional Footprint score of +84, received perfect scores for being effective and continually improving. Adobe eCommerce, with an Emotional Footprint score of +80, earned strongest positive emotions in being respectful and continually improving.

About the Emotional Footprint Diamond and Emotional Footprint Awards:
The Emotional Footprint Diamond illustrates the customer experience with software vendors, showing a complex relationship spanning procurement, implementation, service, and support. The Net Emotional Footprint of a vendor is a result of aggregated emotional response ratings in the areas of service, negotiation, product impact, conflict resolution, and strategy and innovation, creating a powerful indicator of overall user feeling toward the vendor and its product from the software users’ point of view. The data published in the Emotional Footprint Diamond is collected from real end users through authentic software review surveys and meticulously verified for veracity. The survey uses standard net promoter scoring (positive percentage minus negative percentage) to arrive at the Net Emotional Footprint score. These skillfully crafted survey questions are informed by two decades of IT research and advisory.
Vendors with top user scores receive the Emotional Footprint Award. The Emotional Footprint Awards, an initiative proudly founded in 100% user-review data, is free of traditional components such as market presence and analyst opinion, which are opaque in nature and may be influenced by vendor pressure, financial or otherwise.

About SoftwareReviews:
SoftwareReviews is a division of Info-Tech Research Group, a world-class IT research and analyst firm established in 1997. Backed by two decades of IT research and advisory experience, SoftwareReviews is a leading source of expertise and insight into the enterprise software landscape and client-vendor relationships.
By collecting data from real IT and business professionals, the SoftwareReviews methodology produces the most detailed and authentic insights into the experience of evaluating and purchasing enterprise software.

For more information, please contact:
Indrani Ray-Ghosal
Vice President, Communications and Brand
647.574.9559 (mob.)

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