Vertex Awarded IDC’s 2022 SaaS Customer Satisfaction Award for Tax

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Total experience describes one of the five key themes within Vertex’s “Investment Roadmap” that Vertex CEO David DeStefano discussed at our annual Exchange conference. This investment theme is “100% about how our customers experience our solutions and ongoing innovations,” David asserted. “We think about the entire customer experience, including the user experience as well as creating great UI, intuitive product content and knowledge, and unparalleled ‘in app’ experiences.”

I’m happy to report that Vertex has received independent confirmation that our investments in total experience are generating valuable returns. IDC, a premier global provider of market intelligence, awarded Vertex with its 2022 SaaS Tax Customer Satisfaction Award. In addition, in IDC’s 2022 SaaSPath Survey, Vertex received the highest rating among SaaS Tax Vendors for overall customer satisfaction.

IDC’s customer satisfaction award program, the CSAT Awards, recognizes the leading SaaS vendors in each application market who receive the highest customer satisfaction scores based on IDC’s global SaaSPath survey of approximately 2,400 organizations across all geographic regions and company sizes. IDC asks customers to rate their vendor on more than 30 different customer satisfaction metrics. 

A particular point of pride for our team is where Vertex rated highest in the survey results: being a trusted brand; fastest time to value; ease of integration; superior features and functionality; built-in decision guide and user suggestions; and value for the price paid. Our focus is to provide complete, end-to-end solutions for our customers that help reduce the burdens on their tax, finance and IT teams, streamline tax and compliance processes, and ultimately help them to accelerate growth. To receive this feedback is very rewarding for us. And while this is our second time being recognized by IDC with this award, we strive for this to become an annual benchmark for us to ensure that we are meeting and exceeding your expectations. Our commitment is to innovate our solutions and services while providing you with the best customer experience, pre- and post-implementation. 

As Kevin Permenter, IDC research director, financial applications said, “Global digital and tax transformation means increased complexity, not only for tax but also from a technology perspective. The ability to provide solutions and services that streamline processes and remove undue burdens off already stretched tax, finance and IT teams is what makes Vertex a leader in the indirect tax space.”

And it is the relationship with our customers and partners that enables us to achieve these goals. So, we thank you for your partnership, your trust, and your collaboration. 


Blog Author

Kate Shields: Chief Customer Officer at Vertex Inc. Vertex delivers the world’s most valued tax solutions for companies to connect, transact, and comply while growing their business.

Kate Shields

Chief Customer Officer

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As Chief Customer Officer, Kate Shields leads customer experience, including customer success, support, and enablement. Kate provides leadership and guidance to the organization to ensure that the customer is at the center of all strategic decisions and is focused on driving growth, retention, and customer satisfaction.

Since joining Vertex in 2013, she has held several business and marketing leadership roles, including head of cloud line of business. Kate holds a B.S. in Management Information Systems and an MBA with a concentration in Marketing from Saint Joseph’s University.

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