The ACE Rankings are based on an online survey of senior technology and operational executives at three, five, or 10 (standard, silver, or gold rankings) clients that have direct experience with the vendor product and organization. Novarica validates the identities and responses of all participants while preserving their anonymity.
The Novarica ACE Ranking survey asks for the reference to rank his or her experience with the vendor and solution on a seven-point scale ranging from “completely agree” to “completely disagree” in relation to various positive statements about customer experience, for example, “Staff is highly responsive.”
These statements are grouped into Novarica's SOFT areas (Staff, Organization, Functionality, and Technology) as well as well as an area for customer satisfaction, which is double-weighted.
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