MoEngage Bags the Highest Overall Customer Rating In Gartner ‘Voice Of The Customer’ Report

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We are absolutely thrilled to announce that MoEngage has received the highest overall customer rating (4.6/5) among the vendors featured in the 2019 Gartner Peer Insights ‘Voice of the Customer’ Report for Mobile Marketing Platforms. We have also received the highest ratings for Service & Support (4.7/5) and for Evaluation & Contracting (4.5/5) – with 90% of customer reviewers willing to recommend our product to others. 

We are humbled by the validation from our customers and will continue working to earn their trust every day. Coming on the heels of MoEngage being featured in the ‘2019 Gartner Magic Quadrant for Mobile Marketing Platforms Report’, this is a clear testament to the ‘Customer-first Obsession’’ that drives every interaction of MoEngage, since our inception in 2014.

The Gartner Peers Review

Gartner’s “Voice of the Customer” is a report that consolidates user reviews of multiple vendors within a software product category. Gartner consolidates hundreds and thousands of verified user reviews on their Peer Insights portal. Then it creates a document that stacks various vendors based on user ratings across multiple parameters. 

To keep the insights neutral and unbiased – Gartner considers only those vendors who have received more than 10 reviews in the preceding 12 months. Gartner also verifies each reviewer and ensures that only reviews from companies with revenues upwards of $50Mn are accounted. 

The Gartner “Voice of the Customer” reports are highly anticipated and used widely as it’s based on real user reviews. 

From Inception In 2014 To Being Featured In 2019 Gartner Magic Quadrant & Voice Of The Customer Reports For Mobile Marketing Platforms: Throwback On The Journey So Far

We hit our first major milestone for 2019 with the inclusion in the Gartner Magic Quadrant for Mobile Marketing Platforms Report. Not once, but twice in a row.

I summarized in a previous blog post, how MoEngage as a company has evolved over the years. We started off by assisting mobile-first companies to engage & retain their users across the web, email, and mobile. Today we are lucky enough to count some of the largest Unicorns and Enterprises in 35 countries as our customers. 

Ever since we started off in 2014, we’ve always obsessed on listening to customer feedback and investing in product innovation. This helps us deliver “industry-first” product features every year and further drives product adoption.

Whether it’s launching Sherpa, our AI engine way back in 2016 to Actionable Analytics in 2019, we have always delivered features that make it easy for our customers to engage and retain more users. 

The Ratings That we Topped in This Report

Compared to all the vendors in the mobile marketing space, we received the overall top-rating of 4.6/5. This was a result of our performance across parameters such as services, support, evaluation, contracting, product capabilities, integration and deployment.

I want to walk you through the areas in which we gained the top spot.

1

Highest (4.7 out of 5 stars ) in Service and Support

Our vision is to be the “Most Trusted Customer Engagement Platform for The Mobile-First world”. Almost all our decisions and actions are made towards this vision. Being rated highest among all the other vendors for “Service and Support” is a powerful validation that we are moving in the right direction. We will further accelerate our investments in customer success. One of our key focus areas is to help customers succeed by providing them with dedicated customer success teams. 

We have a global client base of large unicorns and enterprise customers who are running user retention campaigns across 600Million Monthly Active users. It’s absolutely imperative that we provide the level of support that matches the mission-critical nature of our software. We have ramped up local support teams across South East Asia, USA and India in 2019 and will continue to do so in other regions in 2020. This has not only reduced ticket resolution times but also helped our customers get the best out of their investments in MoEngage. 

2

Highest (4.5 out of 5 stars) in Evaluation and Contracting

Our customer focus does not start after we have signed a contract. It begins right from the evaluation phase itself. We prefer investing time to understand the goals & use-cases of a prospective customer and then figuring out if our product is a fit. Our customers love when our sales and pre-sales folks spend time whiteboarding in their offices, rather than just deliver fancy-looking presentations.

There are no surprises for the customer during evaluation and contract phases. This allows us to integrate our products into their business processes faster. In fact, even our pricing models are tied to our customer’s success – we charge based on the number of monthly tracked users a customer has on their website or mobile app. This also means that we grow, only if our customers’ active user base grows. All of this means quicker go-live times and return on investments for our customers. It’s a privilege to be recognized for our efforts with a class-leading score of 4.5 out of 5 stars. 

3

Among the highest (90%) in Willingness to Recommend 

Gartner asks a simple question to all reviewers – “ Would you recommend MoEngage to others?” and then notes the percentage of users who say “yes”. This rating encapsulates the trust that our customers have in us.

With a relentless focus on customer satisfaction and enablement, coupled with a strong focus on technology development and sustainable business processes, we have been able to achieve the highest score in this category. I believe that this is the true measure of success for any brand. We are humbled by the trust our customers have placed in us.

The Way forward

As we come close to the end of 2019, I would like to thank our customers for believing in MoEngage. These accolades are a true testament to the ‘Customer Obsessed’ spirit of our team and we promise to keep this spirit up.

By improving our technological capabilities, by investing in the right resources and people, by developing a culture that puts the customer in focus, and by acting on their suggestions and opinions, we have been able to grow from strength to strength. We are committed to our vision to be the “Most Trusted Customer Engagement Platform for the Mobile-First World” and it’s still Day 1 for us..!

Note: The ratings are as of 30 September 2019.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. The research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

All rights reserved. Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences and do not represent the views of Gartner or its affiliates.