Capterra's Top 20 Reports FAQs
Do software companies pay to be on these Top 20 reports?
Absolutely not! We reach out to every company listed in the category and request the necessary information regardless of their client status with Capterra. We also conduct independent research on all companies with at least one review. (Note: it’s free for software companies to collect reviews on Capterra.)
I don't see my favorite solution on this list—how can I suggest one?
Please email firstname.lastname@example.org with the company name and link to the product’s website. We will add the solution to our category page (if it’s not already listed) and our team will reach out to them for the next report update.
How often are the reports updated?
We aim to update all our Top 20 reports annually.
Why do you rank the Top 20 Most Popular?
Software buyers want to know, “What is everyone else using?” The most popular report is our best attempt to answer that question and recognize the most widely adopted solutions. You can read more about the methodology here.
How is popularity calculated?
We’ve developed a custom popularity index, which we use to rank the software solutions in each sector. The algorithm factors in the following components to develop a popularity score for each solution:
- Number of customers (40%): Unique organizations using the software
- Number of active users (40%): Individuals at those organizations who actively use the software
- Social presence (20%): Comprised of four factors—Twitter followers, Facebook company page likes, LinkedIn company page followers, and number of reviews on Capterra
Where do the customer and user numbers on the popular report come from?
We rely primarily on software companies to submit this information, as well as do additional research into publicly available numbers. If a company is unable to provide customer and user data, we use our own estimate based on research and the industry average user/customer ratio. We then ask each company to confirm our estimate before it’s published. Learn more about customer/user count submissions and estimates by referencing the specific category blog posts below.
Why do you rank the Top 20 Most User-Friendly?
Software buyers often ask us, “Which software is easiest to use?” Software being “easy to use” is just one part of user-friendliness—it must also include intuitiveness, learnability, and user satisfaction. So, in 2016 we launched the most user-friendly reports which includes user testing, customer service resources offered, and user satisfaction ratings. You can read more about the methodology here.
How is user-friendliness calculated?
We create a list of basic tasks the software should be able to do and then complete two rounds of testing in each system measuring the time and clicks it takes to complete each task. First, we evaluate a system with no training to measure intuitiveness. Then, we evaluate a product’s training resources and perform the same tasks in the system a second time, continuing to track our time and clicks. Finally, we conduct research to determine what services vendors provide their customers in the following categories: implementation, training, and customer support.
- Usability (50%): Average of time, clicks, and system usability scale (SUS) score from Capterra testers
- Customer service (30%): Implementation, training, and customer support resources offered (explained in more detail in category specific blog posts listed below)
- Customer reviews (20%): Ease of use and customer service star ratings collected across Gartner Digital Markets (Capterra, GetApp, and Software Advice)
How is affordability calculated?
We perform independent research on the companies' websites to determine what functionality and features are core to each type of software. We then create a pricing scenario, which asks how much it would cost for a typical buyer to get as many of those features as possible with a certain level of support and training included. If a company doesn’t respond to our pricing scenario with a specific quote, we estimate the cost of their system based on information taken directly from their website. We then ask each software company to confirm our estimate before it’s published.
- Feature set (40%): Core features a typical buyer is looking for
- Cost (40%): Estimated cost of product for pricing scenario, feature set, and basic customer support and training (explained in more detail in category specific blog posts listed below)
- Customer reviews (20%): Functionality, quality, and value star ratings collected across Gartner Digital Markets
If there is a tie score, how is one solution ranked higher than the other?
For the User-Friendly Report, the tiebreaker is the number of reviews. For the Affordable Report, the tie breaker is number of features—if the number of features are the same, then the number of reviews is the second tie breaker. For the Most Popular Report, the order is ranked in highest to lowest market score.
Where can I find out more about my specific category report?
- Full FAQ List
Why do you rank the Top 20 Most Affordable?
Software buyers often ask us, “What’s the best bang for my buck?” It doesn’t matter if something is free if it can’t do what you need it to! So, in 2016 we launched the most affordable reports to help capture “value.” It weighs the features and cost of the product equally. You can read more about the methodology here.