CiviCRM comes out on top in NTEN Survey

This is an old report, Check the latest report here: CiviCRM gets a solid A in the 2009 Data Ecosystem Survey Report (we did even better this time around!)
NTEN recently released the results of a CRM satisfaction survey they did a few months ago. It was a pleasure to receive the CiviCRM report card. We had never done a survey of our users, so this was good feedback and a big morale boost to the entire team. Some highlights of the CRM survey with regard to the survey are listed below: I've borrowed liberally from Geilhufe's forum post on this topic.

• The CiviCRM community is awesome :). CiviCRM had the most responses of 106 of 665 respondents for the highest market share of any CRM solution at 15.9%. Note that we did send 2 messages on the mailing list to the community about this (over a 4-6 week period)
• CiviCRM dominates as a solution for small organizations, a 35.8% market share among small orgs. Its great to see such a high uptake among small organizations. We are ranked second (after salesforce) in uptake among medium sized organizations and would definitely like to see this grow and dominate this segment too in future versions :). CiviCRM v2.0 has a lot of the features and schema in place for us to make major gains in scalability and performance.
• 91.3% of CiviCRM users would recommend or highly recommend it to others, beating ALL other systems, spanking Convio, Kintera and Blackbaud; and edging out Salesforce.com.
• Our grades for quality, support, usability and delivers on promises/deadlines was a uniform B+, and we got an A for value. I'm pleased to see the good grade for quality and usability. I do think we do a pretty good job on support and deliverability, and would like to see those grades go up. We'd definitely like to improve on all these criteria in the future

You can read a different analysis of the survey here. I'm not very sure why the author discounts the sample size (665 respondents is a not a small number) or why she feels its not representative of the sector. This report is great for CiviCRM and open source software. Hopefully this report will encourage folks to consider projects like CiviCRM seriously in their analysis and due diligence.

Comments

Lobo,

Congratulations to the Civicrm team on these results. As for the sample size not being representative... Ireland is a country with a population c4.5 million. Political opinion polls are done on sample sizes of no more than 1000 and are viewed to be statistically valid +/- 5% or so. You don't need to survey EVERYONE to get a reliable predictor of the populate. Assuming there are less than 1 million organisations using Open Source CRM packages then 665 is a reasonable sample size to draw conclusions from. Of course, more responses would always be nice.

If CiviCRM users responded in volume that says a lot for how happy and supportive your consumer community is... if things sucked nobody would have responded to your mailing!