ISG Star of Excellence™

As many as possible. There is no cap on the minimum and maximum number of clients to be nominated. Every response count and each client response received during the ISG Provider Lens™ research phase is leveraged by the respective analysts to place the provider on the quadrant. To qualify for the CX Star Performer recognition for the report, a provider must have five client responses. Providers that nominate more clients can present more diversity in their client representation and the ISG Star of Excellence™ methodology assigns a trust factor while calculating the CX scores that depend on the number of responses.

Although providers can nominate any time of the year, nominating clients during the ISG Provider Lens™ study research phase or before ensures the client responses are considered for the provider evaluation.

A response remains valid for the ISG Provider Lens™ study cycle. While evaluating a provider in the respective ISG Provider Lens™ study, the analysts consider all the relevant responses received since the publication of the previous year’s report. ISG also considers client feedback received for three years for informing ISG advisors as they form their provider long list via the CPQ process. For the Star of Excellence Awards, feedback received only in the respective year will be considered.

Any individual within an enterprise who has experience working with a provider can provide an evaluation. The ideal stakeholder is the champion or key sponsor of the relationship and/or project such as business unit leaders, IT directors or CIO / CTOs.

No, we do not allow any evaluations from providers, even when authorized by the enterprise. Only enterprise client representatives can take the survey.

Providers can access their dashboard which provides regular updates to the providers about their client nominations and status of the survey taken.

Information and data collected through program will be subject to the following guidelines;

• All data received from the providers and the survey respondents will be treated as confidential.
• All information that is published will be in aggregate format only.
• ISG will not divulge any specific information either about the enterprise, provider or the survey respondents.
• All data will be archived within ISG.

The CX Star Performer awards, which are IPL study-specific, will be announced throughout the year alongside the study results. The winners of the Overall, Universal, Regional, and CX-specific awards will be announced in October and honoured at an Awards Gala in November.

ISG will send a reminder email to nominees’ id if requested by the provider.

In an unlikely event of a tie, ISG will compare the final scores up to two decimal points. In the highly unlikely event, there remains a tie at the second decimal point, the winner will be the provider with the most responses for the specific category.

Yes, but only if:
1. Each feedback is provided by different stakeholders.
2. The stakeholders represent different regions, highlighting the diversity of the services provided.

Enterprises can either participate directly or get nominated by a service provider. Enterprises can give feedback for providers of their choice directly through “Participate” section of Star of Excellence microsite. Alternatively, an enterprise can get nominated by a service provider to give feedback. On nomination, the enterprise will receive invitation with a link to participate in the Star of Excellence survey. Enterprises can give feedback to evaluate multiple providers within their ecosystem.

Enterprises names will not be referenced. There is no intention of using enterprise names for any reports, assessment or internal publication. However, ISG needs the respondent email address to validate the response received.

Yes, the respondent may provide client feedback for a different service line or a different provider.

Verification ensures the authenticity of the feedback provided, helping us maintain the integrity of our survey results.