Central IT in Gartner Peer Insights Voice of the Customer: 100% of customers recommend
In the Voice of the Customer for IT Service Management Platforms, Central IT was placed in the Strong Performer quadrant and reached 100% willingness to recommend, the highest mark in the market, ahead of global giants. It's the opinion of those who actually use the platform.
What is Gartner's Voice of the Customer
There's an important difference between a vendor saying it's good and its customers saying so. The Gartner Peer Insights Voice of the Customer lives exactly in that difference. It's a document that synthesizes verified reviews from real customers published on the Peer Insights platform, turning that aggregated opinion into a guide for technology buyers.
The methodology is rigorous. Only vendors with at least 20 eligible reviews within the 18-month period analyzed are included, and reviews from partners or very small companies are excluded. Each vendor is placed in one of four quadrants, crossing two axes: user interest and adoption (horizontal) and overall experience (vertical), the latter a composite of the overall rating with the Capabilities and Support/Delivery ratings.
An analyst quadrant says what the experts think. The Voice of the Customer says what customers actually lived through. For a buyer, the latter is hard to argue with.
Where Central IT ranked: Strong Performer
Central IT was placed in the Strong Performer quadrant. In practice, that means the overall experience reported by its customers was at or above the market average. And here's the detail that gives the achievement its weight: several large global vendors fell below that same experience average.
Notice the company it keeps. While Central IT appears in the upper half of the chart (above-average experience), names like ServiceNow, BMC, Atlassian, and Freshworks fell in the lower half. Those vendors' larger customer base pushes them further right on the adoption axis, but when it comes to the experience reported by actual users, Central IT is out in front.
100% recommendation: the score almost no one reaches
If the quadrant tells the story of positioning, one number tells the story of trust: 100% of customers who reviewed Central IT would recommend the solution. It was the highest willingness-to-recommend mark in the entire market, tied only with Proactivanet.
Percentage of reviewers willing to recommend each vendor, among all those eligible in the report. Central IT highlighted.
The contrast is what gives the number its scale. Central IT's 100% puts it ahead of ServiceNow (83%), ManageEngine (87%), Freshworks (81%), Atlassian (78%), and BMC (70%). It's not a technical tie with market leaders: it's the maximum possible satisfaction, given by those who have already felt the product in operation.
Why the customer's voice matters more when deciding
Every ITSM purchasing process runs into the same doubt: the demo is flawless, but what will it be like day to day, once the contract is signed? That's the question the Voice of the Customer helps answer. It places the verified experience of those who have already gone through implementation and operation side by side with the sales pitch.
For the IT manager or public-sector buyer, the reading is straightforward:
- Less decision risk. The vendor's promise is confronted with real, verified customer reviews.
- Proven satisfaction. 100% recommendation is the most direct indicator that the operation, not just the sale, works.
- Above-average experience. On the measure of customer experience, Central IT outperformed even large global players.
The proof behind the score
Recognition based on customer reviews isn't bought, it's earned through product and service. And that's what underpins Central IT's score. On one side, a mature platform: CITSmart X² is certified in 24 processes by PinkVERIFY, including the rare AI certification. On the other, a way of serving customers: local support, Brazilian context, and end-to-end governance.
It's the same philosophy that guides the company's AI agent portfolio and its IT service management: cutting-edge technology that only counts when it delivers results for the people on the other side. The customers' voice on Gartner Peer Insights confirms that it does.
Conclusion: recognized by those who matter most
Analyst awards are valuable, but there's a kind of recognition no marketing budget can buy: that of the people who use the product every day. In the Gartner Peer Insights Voice of the Customer, Central IT received exactly that, with a Strong Performer position and 100% recommendation, ahead of the biggest names in the global ITSM market.
In an industry full of promises, Central IT has something rarer: the word of its own customers.
Frequently asked questions
What is the Gartner Peer Insights Voice of the Customer?
It's a report that synthesizes verified reviews from real customers published on Gartner Peer Insights, turning that aggregated opinion into insights for technology buyers. Unlike an analyst review, it reflects the direct experience of those who implemented and operate the solution. Only vendors with 20 or more eligible reviews within the assessed 18-month period are included.
Where did Central IT rank in the Voice of the Customer for ITSM?
Central IT was positioned in the Strong Performer quadrant, which means the overall experience reported by its customers (a composite of Capabilities and Support/Delivery) was at or above the market average. Several large global vendors fell below that experience average.
What was Central IT's recommendation score?
Central IT recorded 100% willingness to recommend, meaning every customer who reviewed it would recommend the solution. It was the highest mark in the market, tied only with Proactivanet, and above names like ServiceNow (83%), BMC (70%), Atlassian (78%), and Freshworks (81%).
Why does customer opinion matter more than an analyst's?
The two complement each other, but the Voice of the Customer carries a weight of its own: it isn't an analyst's view, but the view of those who pay for and use the tool every day. For the buyer, this reduces decision risk, because the sales pitch is confronted with the real experience of those who have already gone through implementation and operation.
What underpins Central IT's high customer satisfaction?
A combination of a mature platform and close support: CITSmart X² is certified in 24 processes by PinkVERIFY, including the rare AI certification, and Central IT delivers local support, Brazilian context, and end-to-end governance. That foundation is what translates into customers satisfied enough to recommend it.
The recognition cited refers to the Gartner® Peer Insights™ "Voice of the Customer" report: IT Service Management Platforms, based on verified customer reviews for the 18-month period ending March 31, 2024. GARTNER is a registered trademark and PEER INSIGHTS is a service mark of Gartner, Inc. and/or its affiliates, used here with permission, and all rights are reserved. Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product, or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.
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