FAQ's

The Star of Excellence is an independent, industry wide Voice of the Customer. The Star of Excellence is an industry recognized award for customer service excellence. The award is based on feedback collected through an online survey, which is designed and administered by ISG. Providers and ISG Advisors may nominate their clients to participate. Clients may also register on the microsite to provide feedback on service providers within their ecosystem.

Finalists will be announced at the Americas Sourcing Industry Conference in the US in September 2019.

The awards are based solely on client feedback as provided in the online survey. There will be no human intervention or interpretation on the data collected.

ISG is running this program for the benefit of the sourcing industry. We believe it is critically important to reward and recognize providers who are consistently delivering outstanding customer experiences. By making customer experience a key competitive differentiator, the Star of Excellence will encourage the broader industry to make this a key focus area.

There are a number of ways a client can access the survey:

  1. They can be nominated by their provider
  2. They can be nominated by ISG
  3. They can register to take the survey from this microsite

When nominating a client, service providers will be asked to provide some background data on the engagement. The client will then receive an email invitation with a personalized link to the Star of Excellence survey with this data prefilled.

A client can also self-register to take the survey from the ‘Participate section’ of the microsite. On registering they will be sent an email invitation with a personalized link to the Star of Excellence survey.

Once a client has completed an evaluation of a service provider, they will be asked if they would like to evaluate any other providers in their ecosystem.

ISG will send monthly updates to the service providers for their nominated enterprise clients. This monthly status update will also identify if the provider has qualified for the Star of Excellence Award.

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

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

ISG may;

  1. Socialize their findings internally
  2. Leverage the information to support procurement decisions
  3. Establish industry level satisfaction benchmarks

Below are the award categories for service providers;

  • Star of Excellence: The highest ranked provider as long as they meet the minimum criteria. (Areas: ADM, Data Center, EUC, MNS, BPM)
  • Star of Excellence Emerging Tech: The highest ranked provider as long as they meet the minimum criteria (Areas: Blockchain, Big Data, Machine Learning / Artificial Intelligence, IoT)

Star of Excellence;

  • Minimum 20 unique clients, 30 responses to be eligible
  • Should reflect at least two technologies (ADM, Data Center, EUC, MNS, BPM)
  • Should cover at least two geographies (ANZ, Rest of Asia, SEMEA, DACH, Nordics, UK&N-Ireland, North America, LATAM)
  • Clients should respond in all categories to qualify (Collaboration, Execution, Governance, Innovation and People)
    For emerging tech;
  • Minimum 10 unique clients, 20 responses to be eligible
  • Should cover at least two phases (Incubate, Enable, Accelerate)

Yes. We have badges of excellence for each of the categories evaluated:

Star of Excellence categories: Collaboration, Execution, Governance, Innovation and People

Star of Excellence categories: Incubate, Enable, Accelerate

We also expect to have leadership badges for specific technologies and geographies

Identify clients who you would like to participate in the Star of Excellence Awards™.

Talk to your clients about the Star of Excellence Awards™ and encourage them to participate. Complete the nomination on the microsite to make it easy for your clients to participate.

Star of Excellence categories: Collaboration, Execution, Governance, Innovation and People

Star of Excellence categories: Incubate, Enable, Accelerate

We also expect to have leadership badges for specific technologies and geographies

Participating in the Star of Excellence Awards™ provides several direct benefits:

  1. gives you the opportunity to win industry recognition as a market leader in customer experience
  2. demonstrates a strong commitment to client service excellence
  3. provides an opportunity to showcase your strengths that go beyond scale and technology
  4. provides access to direct client feedback on how you are perceived relative to the market and outlines areas of strength and weakness
  5. offers opportunities to commission detailed reports for a more comprehensive view of your performance

If you have been nominated to provide feedback by a service provider, you will receive an invitation with a link to take the Star of Excellence survey.

Once you have completed the evaluation of the provider who nominated you, you will be asked if you want to evaluate any other providers you work with. Please consider evaluating additional providers.

You can also evaluate providers of your choice without invitations through the “Participate” section on the website.

Stay tuned for the announcement of the winner of the Star of Excellence.

Participating in the Star of Excellence allows clients to:

  1. Give direct feedback on their experiences working with service providers through an independent third party
  2. Contribute to the enhancement of the sourcing industry, by rewarding providers who consistently deliver excellent customer experiences
  3. Gain access to the World’s 25 Most Transformative Digital Case Studies book

Any service provider can participate in the Star of Excellence program. There are no size or scale restrictions for participation. However, there are qualification criteria that apply to the winners.

Star of Excellence is run annually.

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

No, only clients can take the survey.

No, we do not allow any evaluations from providers, even when authorized by the client.

Yes.

Client names will not be referenced. We only need names and email addresses to validate responses. There is no intention of using client names for any reports, assessment or internal publication.

We will provide regular status updates to providers for the clients they have nominated. It will then be up to the provider to work with the client to have them complete the evaluation.

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 consistent scores as determined by the standard deviation of their scores.