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

http://ddr-reports-internal.infotech.com/reports/software-reviews/product-scorecard-2016/static/www.crossmatch.com

http://ddr-reports-internal.infotech.com/reports/software-reviews/product-scorecard-2016/static/www.linkedin.com/company/crossmatch

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


Satisfaction that Cost is Fair Relative to Value

Delighted 26%

Highly Satisfied 57%

AlmostSatisfied

17%

Disappointed 0%

RANK OUT OF 9

2ndSATISFACTION


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


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


Ranked


75%SATISFACTION

71%CATEGORYAVERAGE

Ease of IT Administration


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


Ranked

3rdof 9 inIdentity andAccessManagement

78%SATISFACTION

74%CATEGORYAVERAGE

Business Value Created


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


Ranked

4thof 9 inIdentity andAccessManagement

76%SATISFACTION

76%CATEGORYAVERAGE

Usability and Intuitiveness


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


Ranked


74%SATISFACTION

74%CATEGORYAVERAGE

Availability and Quality of Training


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


Ranked


71%SATISFACTION

69%CATEGORYAVERAGE

Breadth of Features


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


Ranked


76%SATISFACTION

75%CATEGORYAVERAGE

Vendor Support


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


Ranked


73%SATISFACTION

74%CATEGORYAVERAGE

Ease of Customization


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


Ranked


67%SATISFACTION

69%CATEGORYAVERAGE

Quality of Features


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


Ranked


73%SATISFACTION

74%CATEGORYAVERAGE

Ease of Data Integration


The ability to seamlesslyintegrate data.Use this data to determinewhether the product will causeheadaches or make dataintegration easy.

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


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


Software is optimized formobile usage

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


79%SATISFACTION

73%CATEGORYAVERAGE

Provisioning Deprovisioning


Functionality for providingaccess rights to new users/removing access rights in anintuitive way

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


78%SATISFACTION

74%CATEGORYAVERAGE

Multi-Factor Authentication


Supports multi-factor deviceand app authentication

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


75%SATISFACTION

74%CATEGORYAVERAGE

Activity Monitoring Alerts


User access patterns can bemonitored with rule-basedalerts for sensitive dataaccess requests

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


80%SATISFACTION

77%CATEGORYAVERAGE

Identity Governance


Software allows identities andaccess to be centrallymanaged through policies

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


74%SATISFACTION

74%CATEGORYAVERAGE

Reporting


Software provides reportingfunctionality

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


75%SATISFACTION

75%CATEGORYAVERAGE

Advanced Provisioning


Software provides advancedcustomization and automationfor user access provisioning

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


74%SATISFACTION

74%CATEGORYAVERAGE

Password Management


Software provides credentialmanagement and retrievalfunctionality

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


76%SATISFACTION

77%CATEGORYAVERAGE

Web Cloud Single Sign on SSO


Single sign-on capabilityextends to web and cloudapplication instances

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


74%SATISFACTION

76%CATEGORYAVERAGE

Privileged Access Management


Software provides visibilityinto specific user accesspatterns

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


72%SATISFACTION

74%CATEGORYAVERAGE

Access Request Management


Software allows IT to track andmanage user access requests

Delights

HighlySatisfies

AlmostSatisfies

Disappoints


Ranked


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


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


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


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%


EFFECTIVE / KNOWLEDGEABLE

71%


Client Service TeamEFFECTIVE / KNOWLEDGEABLE

89%


FRIENDLY / CARING

89%


Leadership TeamEFFECTIVE / KNOWLEDGEABLE

40%


FRIENDLY / CARING

60%


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


1 PERSONHAS LEFT


4 PEOPLEHAVE LEFT

ALLOTHER

VENDORS


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


Usability

Other

Cost

Functionality

Services

Architecture

Changing Needs

Political Reasons


Usability

Other

Cost

Functionality

Services

Architecture

Changing Needs

Political Reasons


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


100%

OrganizationsExperience a +15%

Change in Likeliness to RecommendWhen They Spend an Average of

$80,000 ON TRAINING


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


COSTSATISFACTION

ORG FIT1: COST 2: SIZE AND MARKET SHARE OF VENDOR3: ARCHITECTURAL PLATFORM FIT

IMPORTANCE

PLAN TO RENEW 92%

Delighted 25%


Almost Satisfied 18%

Disappointed 0%

Delighted 39%


Almost Satisfied 8%

Disappointed 1%

Delighted 38%



Disappointed 0%

Delighted 37%



Disappointed 0%

CAP46%

COST3%

FEAT34%

ORG17%

MEDIUM

+26 NET PROMOTER SCORE

Promoters 48%

Passives 30%

NET PROMOTER

Detractors 22%


FEATURESATISFACTION


COSTSATISFACTION

ORG FIT1: EXISTING PERSONAL RELATIONSHIP2: ARCHITECTURAL PLATFORM FIT 3: COST

IMPORTANCE

PLAN TO RENEW 87%

Delighted 19%



Disappointed 0%

Delighted 19%



Disappointed 0%

Delighted 22%



Disappointed 0%

Delighted 27%



Disappointed 0%

CAP52%

COST1%

FEAT32%

ORG15%

LARGE

+-- NET PROMOTER SCORE

Promoters 27%

Passives 46%

NET PROMOTER

Detractors 27%


FEATURESATISFACTION


COSTSATISFACTION

ORG FIT1: SKILL AND STAFF FIT 2: ARCHITECTURAL PLATFORM FIT3: COMPELLING SALES EXPERIENCE

IMPORTANCE

PLAN TO RENEW 90%

Delighted 11%



Disappointed 2%

Delighted 18%



Disappointed 1%

Delighted 22%



Disappointed 0%

Delighted 0%



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


VENDORCAPABILITY


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


VENDORCAPABILITY


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


VENDORCAPABILITY


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

vendor price satisfaction benchmark · web cloud single sign on sso 23% of clients are delighted...

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