Grid Scoring Methodology

G2 Crowd rates products and vendors based on ratings and reviews gathered from our user community, as well as data aggregated from online sources and social networks. We apply a unique, patent-pending algorithm to this data to calculate the customer satisfaction and market presence scores in real time.

The satisfaction rating is affected by the following:

  • Customers likelihood of recommending the product to others - In case you were wondering, this is the question we use to calculate the star rating.
  • Customer Satisfaction ratings - We ask a series of customer satisfaction questions in each review. They all get factored in.
  • Feature Ratings - Features are important and so the ratings reflect this.
  • The number reviews received on G2 Crowd - Buyers trust a product with more reviews and so we build this into the rating algorithm. In addition, this encourages software providers to ask all customers to write a review instead of just their 10 most satisfied customers.
  • Recency of the review - Reviews that have been written or updated more recently receive a higher weight. Software can change fast and we want to ensure that this is reflected in the ratings.
  • Quality of the review - Reviews that completed all questions, wrote more words and are balanced get more weight in the algorithm - This factor is included because we believe buyers of software value and trust reviews with these qualities over reviews that don’t exhibit these qualities.
  • The customer satisfaction score is normalized. This means that the scores are relative and there will always be products on both the right and left of the center line.

The scale score is affected by the following:

  • The factors below are calculated for both the software providers company and the individual product (if the company has more than one product). The algorithm prioritizes the market presence of the product over the market presence of the company as a whole.
  • Number of employees (based on social networks and other public sources)
  • Social impact based on Klout score, Twitter, and LinkedIn followers
  • Market share based on share of voice including number of reviews received
  • Momentum based on web traffic and Google search trends
  • Age of Company (number of years in operation)
  • Employee Satisfaction and Engagement (based on social network ratings)
  • Revenue and year over year revenue growth rate (if available)