26 Questions to Ask When Evaluating Software Vendors

Posted on 6/29/16 10:37 AM by Kristen Goecke

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Online registration software is a big investment for your business. Whether it's the specific features you're looking at, the overall user experience, how much it will cost, how scalable the solution is and more, a lot of research is done about the product and often overlooked is the software vendor themselves. However, you should be spending as much time evaluating them as you spend looking at what they make.

Discover the key questions you should ask when you're evaluating a software vendor:

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What you need in a software vendor is a true partner - someone who not only has your feature list in mind but who is also there to help you achieve your long-term organizational goals. You shouldn't be at the mercy of a development team who is content in offering a cumbersome, inflexible solution that, after all the money spent purchasing licensing for the platform and all the man hours lost training your staff to use different features, doesn't check off every box in the "needs" category.

Stop living in the dark about your software vendor and do your best to get to know them well before you spend any of your organization's money or make a final decision. Communication should be open and honest from both sides; it's the only way to make sure your business is the right fit for the software solution being offered and vice versa. After all, if you cannot fully have faith in those providing you with these new digital features, how can you trust the tools themselves?

Here are some key questions to ask when evaluating the reputation and service of a potential software vendor:

  1. How long has the vendor been in business?

  2. How many clients use the software?

  3. Is the company growing?

  4. What size businesses does the vendor serve?

  5. Are they similar in size to your business? (Look for vendors that work with similar business types. They should also have clients similar in size to you and larger)

  6. Can you speak with similar clients who use the software?

  7. Do they provide you with a list? Are these clients similar in size and business model?

  8. Does the company invest in the evolution of their product?

  9. What percentage of the staff is development and/or support?

  10. What percentage of the vendor's budget goes toward product development?

  11. How much does the vendor value customer feedback?

  12. Are customer suggestions a large part of continuing development?

  13. Do they actively collect suggestions and/or send surveys?


    Software Vendors Questions
  14. Have customer committees that provide feedback?

  15. Do they allow clients to beta test new features and enhancements?

  16. Do they provide support for some of or all of these options: online chat, email and phone?

  17. Will support be available during your peak registration periods?

  18. Is there a 24x7 self-service support, knowledge center, training materials, or FAQs offered through the website?

  19. Will the technical support meet your specific needs?

  20. Are the tools they need readily available and easy to access? 

  21. How, when, and where is user training provide and does it work for your team?

  22. What is the average response rate for technical support or tickets?

  23. What percentage of support requests or tickets are resolved? 

  24. What is the standard policy for providing software updates, upgrades, and enhancements?

  25. Is the product available during maintenance periods?

  26. Does the company stay up to date on all compliance issues, including PCI?

Make your quest for Online Registration software a little bit easier and download our Ultimate Online Registration Buyer’s Guide. This book will help you find the right solution for your needs; whether that solution is Amilia or another vendor.