G2 Crowd builds the world's largest business commerce platform fueled by $100M in funding 🚀

G2 Scoring Methodologies


Grid® Scoring Methodology

G2 Crowd scores products and vendors based on reviews gathered from our user community, as well as data aggregated from online sources and social networks. We apply a unique algorithm (v3.0) to this data to calculate the customer Satisfaction and Market Presence scores in real time.

Grid® Decay

In order to keep G2 Crowd’s algorithms fresh and up-to-date, a decay is applied to reviews based on their last updated date. Reviews are worth less towards both the satisfaction score and the market presence score as they age.

After one year, a review is weighted at 70% of its original weight. After two years, that same review will be weighted at 49% of its original weight. After three years, it will be weighted at 34% of its original weight. The decay continues, but reviews will never decay so much that they become worth nothing.

G2 Crowd Star Rating Methodology

The G2 Crowd Star Rating is calculated by aggregating reviewers' answers to our Likely to Recommend question (1-10 scale) and dividing the average in half. You will see half stars because the visual is rounded up to the nearest half.

Satisfaction

The Satisfaction rating is affected by the following (in order of importance):

  • Customer satisfaction with end user-focused product attributes based on user reviews
  • Popularity and statistical significance based on the number of reviews received by G2 Crowd
  • Quality of reviews received (reviews that are more thoroughly completed will be weighted more heavily)
  • Age of reviews (more-recent reviews provide relevant and up-to-date information that is reflective of the current state of a product)
  • Customers' satisfaction with administration-specific product attributes based on user reviews
  • Overall customer satisfaction and Net Promoter Score® (NPS)* based on ratings by G2 Crowd users

Note: The customer satisfaction score is normalized for each Grid®, meaning the scores are relative.

Market Presence

G2 Crowd’s Market Presence score is a combination of 15 metrics from G2 Crowd’s user reviews, publicly available information, and third-party sources.

Both the software vendor and the individual product are measured on various criteria. The criteria are listed below in order of importance. Product metrics receive greater weight than vendor metrics.

Each input is normalized by category and segment. This means that scores are relative to other products in the category/segment and may change from segment to segment. The scores are then scaled from 0-100.

Market Presence Scoring Criteria
CriteriaMeasured ForMetrics
ProductVendor
Number of EmployeesXXEmployee Count (based on social networks and public sources)
ReviewsXReview Count (weighted by recency)
Web PresenceXX
Social PresenceXX
GrowthXXEmployee Growth, Web Presence Growth
Vendor AgeX
Employee Satisfaction and EngagementX

*Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.


Segmented Grid® Scoring Methodology

When viewing Grids® by segment size, the same Grid® scoring methodology applies. However, the review data used is only from reviewers who are employed by a company within a particular company segment. G2 Crowd uses the following definitions for company segments:

  • Small-Business Review: A review from someone who works at a company with 50 or fewer employees
  • Mid-Market Review: A review from someone who works at a company with 51-1,000 employees
  • Enterprise Review: A review from someone who works at a company with 1,001+ employees

Segmented Market Presence scores measure both the scale of a product within a category as well as the degree to which the product focuses on a given segment.

Grid® Report

For a category to be data ready for a Grid® Report, it requires:

  • 6+ Products with 10+ reviews in the category
  • 150+ reviews in the category overall
  • All key players in that category included

Usability Scoring Methodology

G2 Crowd rates products and vendors based on 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 product's Usability score. The information shown reflects scores calculated using the G2 Crowd usability algorithm v1.0 BETA in real time.

The Usability score is affected by the following (in order of importance):

  • Customer satisfaction with the ease of use for each product based on reviews by G2 Crowd users
  • Customer satisfaction with the ease of admin for each product based on reviews by G2 Crowd users
  • Customer responses to the Meets Requirements question on G2 Crowd
  • User adoption percentage based on reviews and by G2 Crowd users
  • The number of reviews received on G2 Crowd; buyers trust a product with more reviews, and a greater number of reviews indicates a more representative and accurate reflection of the customer experience.

Usability Index

For a category to be data ready for a Usability Index Report, it requires:

  • 6+ Products with 10+ reviews and 5+ answers to the following questions
    • Ease of Use
    • Ease of Admin*
    • Meets Requirements
    • What percentage of users adopted the product?*
  • 150+ reviews in the category overall
  • All key players in that category included

Results Scoring Methodology

G2 Crowd rates products and vendors based on 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 product's Results score. The information shown reflects scores calculated using the G2 Crowd results algorithm v1.0 BETA in real time.

The Results score is affected by the following (in order of importance):

  • Customers' estimated ROI for the product based on reviews by G2 Crowd users
  • Customers' reported time to go live with the product based on reviews by G2 Crowd users
  • Customers' satisfaction with the product's ability to meet their requirements based on reviews by G2 Crowd users
  • Customers' likelihood to recommend each product based on reviews by G2 Crowd users
  • User adoption percentage based on reviews and by G2 Crowd users
  • The number of reviews received on G2 Crowd; buyers trust a product with more reviews, and a greater number of reviews indicates a more representative and accurate reflection of the customer experience.

Results Index

For a category to be data ready for a Results Index Report, it requires:

  • 6+ Products with 10+ reviews and 5+ answers to the following questions
    • Meets Requirements
    • What percentage of users adopted the product?*
    • Estimated ROI*
    • How likely are you to recommend this product to a friend?
  • 150+ reviews in the category overall
  • All key players in that category included

Implementation Scoring Methodology

G2 Crowd rates products and vendors based on 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 product's Implementation score. The information shown reflects scores calculated using the G2 Crowd implementation algorithm v1.0 BETA in real time.

The Implementation score is affected by the following (in order of importance):

  • Customer satisfaction with the set-up process for each product based on reviews by G2 Crowd users
  • Amount of time (in months) required for each product to go live based on reviews by G2 Crowd users
  • User adoption percentage based on reviews and by G2 Crowd users
  • Implementation method used by customers according to answers by G2 Crowd users
  • The number of reviews received on G2 Crowd; buyers trust a product with more reviews, and a greater number of reviews indicates a more representative and accurate reflection of the customer experience.

Implementation Index

For a category to be data ready for a Implementation Index Report, it requires:

  • 6+ Products with 10+ reviews and 5+ answers to the following questions
    • How long did it take you to go live?*
    • Ease of set up*
    • How did you implement?*
    • What percentage of users adopted the product?*
  • 150+ reviews in the category overall
  • All key players in that category included

Relationship Scoring Methodology

G2 Crowd rates products and vendors based on 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 product's Relationship score. The information shown reflects scores calculated using the G2 Crowd relationship algorithm v1.0 BETA in real time.

The Relationship score is affected by the following (in order of importance):

  • Customer satisfaction with the ease of doing business with each product based on reviews by G2 Crowd users
  • Customer satisfaction with the quality of support based on reviews by G2 Crowd users
  • Customer response to the ‘Likely to Recommend’ question on G2 Crowd
  • The number of reviews received on G2 Crowd; buyers trust a product with more reviews, and a greater number of reviews indicates a more representative and accurate reflection of the customer experience

Relationship Index

For a category to be data ready for a Relationship Index Report, it requires:

  • 6+ Products with 10+ reviews and 5+ answers to the following questions
    • Ease of doing business with*
    • Quality of Support*
    • How likely are you to recommend this product to a friend?
  • 150+ reviews in the category overall
  • All key players in that category included

Momentum Grid® Methodology

Momentum Methodology

Each variable is normalized by category and aggregated to create a Momentum score. The inputs impacting G2 Crowd's Momentum score are as follows:

  • Employee Growth, Review Growth, Social Growth, and Web Growth
  • Year-over-year change

Satisfaction Methodology

The Satisfaction rating is affected by the following (in order of importance):

  • Customer satisfaction with end user-focused product attributes based on user reviews
  • Popularity and statistical significance based on the number of reviews received by G2 Crowd
  • Quality of reviews received (reviews that are more thoroughly completed will be weighted more heavily)
  • Age of reviews (more-recent reviews provide relevant and up-to-date information that is reflective of the current state of a product)
  • Customers' satisfaction with administration-specific product attributes based on user reviews
  • Overall customer satisfaction and Net Promoter Score® (NPS) based on ratings by G2 Crowd users


Review Sorting Methodology

G2 Crowd puts logic in place to ensure the reviews shown on product pages are the most helpful to buyers. When the page is sorted by default, the sort is calculated with a custom algorithm that includes the following data points.

  • Recency of the review
  • Amount of feedback provided in the review
  • Attribution (Did the reviewer keep their name and company public)
  • Whether the reviewer is a current user of the solution (Included a screen shot)
  • Community engagement with the review

Top 100 Scoring Methodology

A vendor must have at least 100 reviews in aggregate for products and categories in 2017 to be eligible for inclusion in the Top 100 list. While a whole number score is displayed, the order is determined by precise calculations. G2 Crowd’s Top 100 scoring is affected by the following:

  • G2 Crowd Top 100 Satisfaction score
    • For each vendor, we calculate a satisfaction score for each product, then aggregate those scores to build the vendor score. The product score is the same as our Satisfaction rating algorithm with two differences:
      • For the Top 100 scoring, only 2017 reviews are used to calculate satisfaction
      • Each product must have at least 5 reviews in 2017 for the product to be included in the vendor’s aggregate Top 100 Satisfaction score.
      • In order to compare each vendor at its best, the vendor score is a weighted average of each vendor’s products.
  • G2 Crowd Top 100 Market Presence score
    • For each vendor we calculate a market presence score that’s the same as our Market Presence algorithm, except the Top 100 Market Presence score is limited to vendor-level metrics.
  • Segmented Lists
    • Different than the segments seen on our categories and reports, which are based on the employee count of a reviewer’s employer, these segments are based on the number of employees at the vendor’s company. Companies on the small-businesses list have fewer than 50 employees, mid-market companies have 51-1,000 employees and enterprise businesses have more than 1,000 employees.

* Question only asked to reviewers who select ‘Admin’ as their role