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About the award
What IDC's SaaS CSAT Award measures
IDC's customer satisfaction award program recognizes software-as-a-service vendors in each application market who receive the highest customer satisfaction scores in IDC's SaaS & Agent Path Survey — a global study of roughly 2,900 organizations, across every region and company size.
For supply chain management software specifically, IDC looks at how customers rate their provider across the vendor relationship, product implementation, and day-to-day product use — the three categories IDC groups its 18 satisfaction metrics into.
Respondents are current customers only, screened for familiarity with the product and influence over buying decisions
Roughly 44% IT leaders and 56% line-of-business leaders, from senior managers through CXOs
Each customer rates their primary vendor on 32 metrics: 18 customer satisfaction measures and 14 vendor vulnerability categories
Results are aggregated across more than 300 software providers spanning 22 functional application markets
Supply Chain Management (SCM) is evaluated as its own distinct application market
According to IDC, “E2open placed in the highest scoring group for vendors serving the Supply Chain Management (SCM) market.
Vendor:
Trusted brand;
Overall value delivered;
Enterprise-level customer support/service;
Robust data security;
Ease of renewal process
Product implementation:
Ease of implementation;
Ease of integration;
Availability of training;
Specializes in my industry;
Product roadmap visibility
Product use:
User experience;
Superior features/functionality;
AI-driven capabilities;
Data management capabilities;
Built-in analytics/insights for decision support
Source: IDC, 2026 SaaS CSAT Award for Supply Chain Management:
E2open, September 2026. Full metric list and scoring detail available in the report.
59%
expect SaaS SCM spending to increase over the next 12 months
39.4%
expect spending to stay unchanged
83.3%
say their SCM application met, exceeded, or significantly exceeded the value expected for the price paid
<1%
of customers who felt value fell short say they plan to switch SCM vendors as a result
Source: IDC, 2026 SaaS CSAT Award for Supply Chain Management:
E2open, September 2026, citing IDC's SaaS & Agent Path Survey, 2026 (aggregate SCM market data, all vendors).
Our perspective
How e2open Builds Customer Success Into Every Relationship
We believe customer satisfaction is earned across the whole relationship, not measured once a year. That's why e2open pairs a closed-loop customer feedback model with Customer Success–led value realization, backed by a global support organization built to resolve issues quickly.
Closed-loop customer feedback:
Customers share input through regular engagement meetings and business reviews, post-support surveys, biannual relationship surveys, Customer Advisory Boards, and the e2open Product Management Portal, where they can submit, discuss, and vote on enhancement ideas. A cross-functional Voice of the Customer committee reviews that feedback and closes the loop, turning it into service improvements, training programs, and product roadmap priorities.
Customer success–led value realization:
For our top accounts, dedicated Customer Success Managers, aligned by region and solution expertise, act as trusted advisors. They guide adoption and best practices, lead business reviews, monitor customer health, and flag risks early so customers get more value from their e2open solutions.
Global support, around the clock:
Our 24/7 support organization operates from 14 locations on a follow-the-sun model, with a support portal, knowledge base, self-service reporting, and ITIL-based incident and problem management to help customers resolve issues quickly.
Get the report
Get IDC's SaaS CSAT Award Report for Supply Chain Management
See the full methodology behind the award and how e2open customers rated their experience across all 18 satisfaction metrics.
Complete the form to receive the report and stay current with e2open news — from product updates to independent research on the supply chain software market.
Research led by IDC analysts Eric Newmark, GVP & GM of SaaS Enterprise Applications, CX, and Workplace Solutions, and Nadia Ballard, Senior Research Manager, SaaS and Industry Cloud.
Source and disclaimer: IDC,2026 SaaS CSAT Award for Supply Chain Management: E2open, September 2026. IDC's SaaS CSAT Award program recognizes SaaS vendors receiving the highest customer satisfaction scores in a given application market, based on IDC's SaaS & Agent Path Survey. This recognition reflects customer satisfaction survey results only; it is not a ranking, and it is not an endorsement of e2open's products, services, or position relative to other vendors.
Frequently asked questions
Common questions about the award
It's a customer satisfaction award program from IDC that recognizes the SaaS vendors receiving the highest customer satisfaction scores in each of 22 application markets, based on IDC's SaaS & Agent Path Survey. Supply Chain Management (SCM) is evaluated as its own market.
E2open was honored with IDC's 2026 SaaS Supply Chain Management (SCM) Customer Satisfaction Award based on how its customers rated their experience in IDC's 2026 SaaS & Agent Path Survey — across the vendor relationship, product implementation, and product use. According to IDC, “E2open placed in the highest scoring group for vendors serving the Supply Chain Management (SCM) market.”
The SaaS & Agent Path survey includes roughly 2,900 organizations across all regions and company sizes. Respondents are current customers of the vendors they rate, drawn from senior managers through CXOs, split roughly 44% IT leaders and 56% line-of-business leaders. All respondents go through a screening process to confirm they're familiar with the technology and have influence over buying decisions.
The SaaS & Agent Path survey includes roughly 2,900 organizations across all regions and company sizes. Respondents are current customers of the vendors they rate, drawn from senior managers through CXOs, split roughly 44% IT leaders and 56% line-of-business leaders. All respondents go through a screening process to confirm they're familiar with the technology and have influence over buying decisions.
Each customer rates their primary vendor on 32 metrics: 18 customer satisfaction measures — covering the vendor relationship, product implementation, and product use — and 14 vendor vulnerability categories, such as data security and pricing predictability.
Complete the form on this page to receive IDC's 2026 SaaS CSAT Award for Supply Chain Management: E2open report and findings.
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