Gartner’s Customer Survey Results: Overall Customer Experience

As you may know, Tableau recently was included on the 2010 Magic Quadrant for Business Intelligence Platforms. (You can see the overall Magic Quadrant here.) About one week later, Gartner came out with research notes detailing the survey results from customer ratings of their BI vendors on issues ranging from product quality to functionality. Because those surveys zero in on specific characteristics, we believe they can be as useful as the Magic Quadrant positioning itself.

This blog entry is first in a series of four looking at some of the details behind the Magic Quadrant and trying to understand why Gartner evaluates vendors the way they do.

Elissa Fink

As you may know, Tableau recently was included on the 2010 Magic Quadrant for Business Intelligence Platforms. (You can see the overall Magic Quadrant here.) About one week later, Gartner came out with research notes detailing the survey results from customer ratings of their BI vendors on issues ranging from product quality to functionality. Because those surveys zero in on specific characteristics, we believe they can be as useful as the Magic Quadrant positioning itself.

This blog entry is first in a series of four looking at some of the details behind the Magic Quadrant and trying to understand why Gartner evaluates vendors the way they do.

Gartner Business Intelligence Magic Quadrant - Sales Experience Score and Combined Customer Support and No Software Problems Score

Above is an image (created by Gartner not using Tableau's applications) based on customer ratings of all vendors on two factors: “Combined Customer Support and No Software Problems Score” and “Sales Experience Score.” We're very pleased with our position on the graphic and specifically with how our customers evaluated us on the two factors. We work really hard at both those areas and we’re grateful that our customers recognize that. We also know that from release to release, things can change. So if there’s something we’re doing or not doing, please let us know. We’re all ears.

The “Sales Experience Score” position is interesting. Tableau’s sales model is not typical – we sell primarily over the web and over the phone. It appears customers like that too. But we’ll keep tuning our model until it’s even better. Again, if you’ve got feedback, we welcome it.

Thank you to the customers who participated in the Gartner research; we can’t tell you how much we appreciate it.

To get a copy of each of the 3 Gartner reports, please go to here. And if you want more insight, attend the 2010 Gartner Business Intelligence Summit. It’s in Las Vegas, April 12-14 2010. Tableau will be there.








The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.