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 enterprises to participate. Enterprises may also register on the microsite to provide feedback on service providers within their ecosystem.

The awards are based solely on enterprises’ feedback as provided in the online survey. There will be no human intervention or interpretation on the data collected. Finalists will be announced at the Americas Sourcing Industry Conference, Miami, US in September 2020.

ISG runs 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.

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.

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 enterprise service excellence
  3. provides an opportunity to showcase your strengths that go beyond scale and technology
  4. provides access to direct enterprise 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

There are a number of ways enterprises could access the survey:

  1. They could be nominated by their provider
  2. They could be nominated by ISG, or another person
  3. They could register to take the survey from this microsite

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

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

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 enterprises can take the survey.

ISG will send regular updates for providers about their nominated enterprises’ survey completion rate. There will be also status updates to notify providers who have 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 aggregated results within ISG for benefit of the marketplace
  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.
  • Star of Excellence Emerging Tech: The highest ranked provider as long as they meet the minimum criteria (Blockchain, Big Data, Machine Learning / Artificial Intelligence, IoT)

Star of Excellence;

  • Minimum 20 unique enterprises, 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)
  • Enterprises should respond in all categories to qualify (Collaboration, Execution, Governance, Innovation and People)
    Star of Excellence - Emerging tech;
  • Minimum 10 unique enterprises, 20 responses to be eligible
  • Should cover at least two phases (Incubate, Enable, Accelerate)

Yes, aside from the Star of Excellence Award and Star of Excellence Emerging Technologies Award, there are also leadership badges available for specific technologies and geographies. The availability of these leadership badges will depend on the individual category meeting the minimum evaluation criteria

The minimum requirement is receiving 10 enterprise evaluation.

We have set the criteria at 15 unique evaluations.

Nominate quickly and widely. We encourage you to become involved to make this program a success for you and for our industry. Talk to your account teams and encourage them to nominate their enterprises. Raise the topic in all your enterprise conversations.

  1. You need to start nominating early
  2. Assign a single point of contact within your organization to co-ordinate and drive the nomination process
  3. Actively promote the process both internally to your teams and externally to your enterprises.
  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

Yes

Once an enterprise has been nominated to provide feedback by a service provider, then they receive invitation with a link to take the Star of Excellence survey.

Enterprises can also evaluate providers of their choice without invitations through the “Participate” section on the website. At the end of the survey, there will be an option for name inclusion.

After their survey completion, the enterprise will be asked if they would like to evaluate any other providers within their ecosystems

All the enterprises will be notified about the winner of the Star of Excellence Award.

By default, enterprises names will not be referenced. We only need names and email addresses to validate responses. There is no intention of using enterprise names for any reports, assessment or internal publication. However, an option for enterprise name inclusion will be provided at the end of the survey.

Participating in the Star of Excellence allows enterprise 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

Star of Excellence is run annually.

No, we will provide regular status updates to providers for the enterprises they have nominated. It will then be up to the provider to work with the enterprises 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.

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.