Xurrent named a Market Leader in Research In Action’s Vendor Selection Matrix™ for IT & Enterprise Service Management Solutions

#1 in Customer Satisfaction
#1 in Price vs Value
#1 in Recommendation Index

Simply put, our customers ❤️ us (and we ❤️ them, too) and recommend us — on a global scale.

We are thrilled to announce that Xurrent has been named a Market Leader in the latest Research In Action (RIA) Vendor Selection Matrix™ report for IT and Enterprise Service Management (IT & ESM) solutions.

In this global, survey-based report, Xurrent earned the #1 spot in three of the eight evaluated categories: Customer Satisfaction, Price vs. Value, and Recommendation Index. These top rankings mean that out of all competitors, Xurrent’s customers reported the highest satisfaction, the best-perceived ROI for the price, and the strongest willingness to recommend Xurrent to others. 

It’s a powerful validation of our platform’s strengths and our customer-centric approach, and one we don’t take lightly.

Xurrent excels in customer satisfaction, value, and recommendations

According to the RIA report, Xurrent’s performance was outstanding in the areas that matter most to customers. Here are some of the key highlights from our results:

🏆 Highest Customer Satisfaction: Xurrent earned the #1 Customer Satisfaction score of all vendors evaluated. This reflects the happiness of our user base and our focus on delivering an exceptional user experience.

“We went live on a Tuesday at 9 AM UK time, and by the time I got in an hour later, there was no feedback. I was thinking, what is going on? By the end of the day, we had no complaints; it just ran, it was that good, so we’re really happy with it. Over 5,000 happy people all at the same time.”

— Mike Rossi, Senior IT Manager, Service Management at Fiskars Group

💰 Best Price vs. Value: Xurrent also ranked #1 in Price vs. Value, meaning respondents felt Xurrent delivers the best bang for the buck.

“The Total Cost of Ownership (TCO) of Xurrent has been exceptional to SSP Group. The value of the product was a big driver; speed of implementation compared to many other platforms was a real bonus.”

— Nick Earp, Head of Global IT Operations at SSP Group

👍 Most Recommended by Users: Perhaps most proudly, Xurrent achieved the #1 Recommendation Index score, a metric calculated by asking customers if they would recommend their vendor to peers.

“Working with Xurrent and its partners is a great experience. They are all smart. It is refreshing to be part of an innovative service management network and create great things together to improve our customers’ service experience.”

— Lead Consultant ITSM/ESM at Perinova

Dr. Thomas Mendel, Managing Director, Research In Action sums it up best: “Xurrent’s #1 rankings demonstrate its exceptional focus on customer success and innovation in the ITSM/ESM market. Clearly, their customer base enthusiastically recommends them.”

What sets Xurrent apart (and why customers love it)

Xurrent’s top marks in the Vendor Selection Matrix didn’t happen by accident. They are driven by the core strengths of our platform and our relentless focus on customer success.

• Modern, Intuitive UI: A beautiful, intuitive UI means higher adoption and happier users.
• AI-Driven Automation: Our platform leverages AI and machine learning (ML) to automate repetitive tasks and intelligently route requests.
• Lightning-Fast Deployment: Our cloud-native platform enables new customers to go live in weeks, not quarters.
• Scalability and Performance: Built on an enterprise-grade, multi-tenant, cloud-native architecture, Xurrent can scale seamlessly.
• Status Communication: Xurrent includes a status page solution, StatusCast, which enables proactive, real-time communication during incidents and maintenance, eliminating the need for third-party tools.

Each of these differentiators directly contributes to the fantastic feedback our customers have provided. A modern UI drives user satisfaction. AI-driven automation and real-time communications contribute to innovation and efficiency. Fast deployment and scalability ensure that customers get quick wins and long-term reliability.

A proud achievement and our commitment to you

This recognition from Research In Action is more than just an honor for Xurrent — it’s a celebration of our customers’ success. Nothing substantiates a product better than hearing directly from users that it delivers real value.

“Being named a market leader by Research In Action — and earning the top spot in customer satisfaction, value, and recommendations — is incredibly meaningful because it reflects the voice of our customers. At Xurrent, our mission is to make the world more productive each and every day, and this recognition validates that we’re building something truly impactful. We’re proud of this achievement, and even more excited about what’s ahead as we continue to innovate with our customers at the center of everything we do.”

— Kevin McGibben, CEO, Xurrent

These accolades serve as motivation to continue raising the bar at Xurrent. Our passion is to help you achieve faster, smarter, and more scalable service management, and this recognition shows we’re on the right track.

Thank you to our customers for your trust and partnership – this achievement is yours as much as ours. And for those in the market for an IT and Enterprise Service Management solution, we invite you to see for yourself why Xurrent is winning the hearts of users worldwide.

About Research In Action and the Vendor Selection Matrix

Research In Action (RIA) is a leading independent IT research and consulting firm known for its forward-looking yet practical advice to enterprises. Its Vendor Selection Matrix™ (VSM) reports are highly respected because of their unique, survey-driven methodology.

Each year, RIA gathers insights from over 10,000 enterprise IT and business decision-makers worldwide, capturing how real users view and evaluate technology solutions. For any given Vendor Selection Matrix, 63% of the evaluation comes directly from these buyer surveys, and the remaining 37% is informed by RIA’s expert analyst perspective through in-depth interviews with vendors and their customers. In other words, RIA’s rankings heavily reflect the voice of actual customers, while still incorporating seasoned analysis for context and fairness.

In the IT & Enterprise Service Management Vendor Selection Matrix, RIA evaluated vendors across eight key criteria encompassing both strategy and execution. These criteria include strategic factors like a vendor’s vision and go-to-market approach, innovation and differentiation, and execution factors such as breadth of solution offering, market share growth, and, of course, Customer Satisfaction and Price-Versus-Value ratio. One of the most telling factors is the Research In Action Recommendation Index, which measures the percentage of surveyed customers who would recommend the vendor to their peers. By compiling scores in all these areas, the VSM report provides an overall ranking and identifies the Market Leaders in the space.

Why is this important? For enterprise IT buyers, the Research In Action VSM is a valuable resource to gauge which solutions are truly delivering value in the real world. Because it’s largely driven by extensive customer feedback, a high ranking signals strong customer approval – it tells you that those who use the product are happy and achieving success. Being named a Leader by RIA means a vendor is among the top-ranked providers in the market, having cleared a high bar set by thousands of users’ evaluations. It’s a clear indicator of credibility and quality, helping de-risk technology investments for prospective customers.