G2 Crowd Reviews: Unpicking Real People’s Real Talk – Good and Bad

You may have already read that we recently made the top of the G2 Crowd list as the only ‘Leader’ in Social Media Monitoring.

This means that we received the highest customer satisfaction ranking from over 400 reviews from business professionals on the G2 Crowd site – not bad.

The results from the report have made us more determined than ever to continue to offer the best products and service on the market. Nothing spurs us on more than reading exactly what our customers think and feel about what we are offering – both good, and bad.

Over the coming weeks, we’ll be unpicking what people are saying about us. That means celebrating our successes and thanking our users, and also facing some home truths.

We’re not perfect – we’ve talked before about our growing pains and the challenges we have faced as we have opened offices across the globe – so there are going to be some frustrations in the mix that we need to address. These reviews will help us do that.

First of all, what the Grid actually means

It might sound like a stupid point, but we’ve had a few questions on how the Grid is ranked. Here’s how G2 Crowd explain it:

• Leaders offer social media monitoring products that are rated highly by G2 Crowd users and have substantial scale, market share, and global support and service resources. Leaders products include: Brandwatch
• High Performers provide products that are highly rated by their users, but have not yet achieved the market share and scale of the vendors in the Leader category. High Performers products include: Viralheat, Mention, Crimson Hexagon, Digimind Social, Synthesio,Geofeedia, Radarly, and Infegy Atlas
• Contenders have significant market presence and resources, but their products have received below average user satisfaction ratings or have not yet received a sufficient number of reviews to validate their products. Contenders products include: Radian6
• Niche products do not have the market presence of the Leaders. They may have been rated positively on customer satisfaction, but have not yet received enough reviews to validate their success. Niche products include: Sysomos, NetBase, and Meltwater Buzz“

On the Grid you can sort by G2 Score, Satisfaction, Name, # of Ratings and Market Presence, and you can then compare different vendors. Pretty neat stuff.

What G2 Crowd can tell you

On the Brandwatch page (as well as all of the other vendor pages) you’re able to check out all of the reviews, the product profile, a pricing page, and a Q & A page. You can also easily compare and contrast with the competition.

Reading through all of this independently offered information should give you a pretty good picture of what it’s like to be a Brandwatch customer.

What G2 Crowd can tell us as a company

As we touched on before, there’s nothing more useful to a company than a decent amount of feedback.

Learning what users dislike about the UI, or find difficult to grasp in the early days of adopting the tool, or finding suggestions of things customers think we should consider adding to the front-end is mega helpful.

The questions posed to each reviewer (verified by G2 Crowd, so there aren’t any fraudulent reviews slipping through the net) are:

• What do you like best?
• What do you dislike?
• Recommendations to others considering the product
• What business problems are you solving? What benefits have you realized?

The answers are varied, often lengthy and detailed, and invaluable.

What we’re going to do

In the coming weeks we’ll be dedicating an article each to digging into these four questions.

We’ll be speaking to the people at Brandwatch who can take this feedback and make it reality. When possible, we’ll be getting in touch with our reviewers to see if there’s anything else they’d like to tell us. We listen!

We’ll be taking the negatives and trying to turn them into actionable positives. That’s what feedback is for, right?

So, look out for the G2 Crowd series here on the Brandwatch Blog over the next few weeks. Are you a Brandwatch customer and you’d like to leave a review? You can do that here.