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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."
Trusted brand
Overall value delivered
Enterprise-level customer support/service
Robust data security
Ease of renewal process
Ease of implementation
Ease of integration
Availability of training
Specializes in my industry
Product roadmap visibility
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.
What Supply Chain Teams Expect from SaaS SCM Going Forward
IDC also asked supply chain management software users worldwide — across all vendors, not e2open customers alone — how their spending and expectations are shifting. The results point to a market still investing in SCM software, and still holding vendors to a high bar on value.
Of the companies planning to increase spending, the areas named most often are additional GenAI capabilities, agentic (autonomous) AI capabilities, additional modules, and other new innovative capabilities such as IoT, AR/VR, and analytics.
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).
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.
Customer success–led value realization:
Customers across strategic and mid-market accounts have a dedicated Account Owner who serves as their primary relationship lead. Account Owners partner with Customer Success to understand each customer’s priorities, coordinate engagement across e2open, support adoption and value realization, and identify risks and opportunities early.
Global support, around the clock:
Customers have 24/7 solution-specific support through the e2open support portal, knowledge base, and self-service reporting tools. ITIL-based incident and problem management practices help to coordinate responses, resolve issues, and keep customers informed throughout the process.
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.
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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