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Enterprise SAM tool customer satisfaction scores

I’m midway through a competitive comparison of the top ten SAM tools for large enterprises. See the original call for participants here and recent market share analysis here.

As part of the analysis we’ve collected customer satisfaction scores from our sister site Tools Advisor.

The tables below show a summary of the customer satisfaction scores for those vendors participating in our Enterprise SAM tools review.

You can read all the customer feedback, explore other tools and leave your own feedback over at Tools Advisor.

In a nutshell

  • By a close margin Eracent came out on top with best overall score
  • Eracent also came out best for customer support and NPS score
  • Brainware came a close second and came out on top for customer service and value for money
  • Flexera came out on top for overall satisfaction
  • HPE scored poorly

Notes: 

  • We collected 72 reviews in total
  • Most came from Aspera (24), least from Matrix42 (4)
  • 1E and Concorde failed to gather enough reviews with one each.
  • Customer satisfaction ratings are an aggregate of feedback on customer service, value for money, customer support, overall satisfaction and NPS score (likelihood to evangelise and recommend to others).

Customer Satisfaction Scores for Enterprise SAM tools

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Best for Customer Service

  1. Brainware
  2. Eracent
  3. Aspera

Best Value for Money

  1. Brainware
  2. Eracent
  3. Aspera

Best for Customer Support

  1. Eracent
  2. Brainware
  3. Snow

Best Overall satisfaction

  1. Flexera
  2. Aspera
  3. Snow

Net Promoter Score (Evangelism and likely to recommend to others)

  1. Eracent
  2. Snow
  3. Flexera

We will combine these scores with our own competitive analysis for our final report. Stay tuned to The ITAM Review newsletter to be notified when the research is published.

About Martin Thompson

Martin is owner and founder of The ITAM Review, an online resource for worldwide ITAM professionals. The ITAM Review is best known for its weekly newsletter of all the latest industry updates, LISA training platform, Excellence Awards and conferences in UK, USA and Australia.

Martin is also the founder of ITAM Forum, a not-for-profit trade body for the ITAM industry created to raise the profile of the profession and bring an organisational certification to market. On a voluntary basis Martin is a contributor to ISO WG21 which develops the ITAM International Standard ISO/IEC 19770.

He is also the author of the book "Practical ITAM - The essential guide for IT Asset Managers", a book that describes how to get started and make a difference in the field of IT Asset Management. In addition, Martin developed the PITAM training course and certification.

Prior to founding the ITAM Review in 2008 Martin worked for Centennial Software (Ivanti), Silicon Graphics, CA Technologies and Computer 2000 (Tech Data).

When not working, Martin likes to Ski, Hike, Motorbike and spend time with his young family.

Connect with Martin on LinkedIn.

One Comment

  1. Great Article and Metrics from the Analysis regarding comparison of the SAM tools 🙂

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