Report Summary:

Novarica Average Customer Experience (ACE) Rankings are based on an online survey of technology and operational executives at five (or, the case of gold rankings, 10) insurer clients who have direct experience with a specific vendor product and organization. Novarica validates the identity and responses of the participants, who are assured of anonymity. Novarica ACE Rankings are produced independently and are not sponsored by the vendor. Novarica offers vendors the opportunity to direct clients to the survey and also solicits participation directly from its own network of insurer contacts.

The Novarica ACE Ranking survey asks the reference to rank his or her experience with the vendor and solution on a 7-point scale from ?Completely Agree? to ?Completely Disagree? against various positive statements about customer experience, for example ?Staff is highly responsive.? These 35 statements are grouped into Novarica?s four SOFT areas (Staff, Organization, Functionality, and Technology) as well as an additional area for Overall Customer Satisfaction, which is double-weighted in the average that creates the top-line score.

This comparative ranking is drawn from individual rankings of each of the solutions covered within. Each individual full solution ranking is available separately here.

CONTENTS

Introduction…2
About the solutions and references
ImageRight…4
DocFinity…7
ImageNow…8
Acrosoft…9
OnBase…10
Comparative Rankings
Staff…11
Organization…12
Functionality…13
Technology…14
Overall Customer Satisfaction…15
Summary…16
About Novarica…16