to Engage the Gartner Ombudsman
is designed to be independent, unbiased and fair. But when you as an AR professional
are faced with the rare case where you don't fully understand your position in
a Magic Quadrant or your Vendor Rating, for example, there are some actions you
can take. "There is a defined process that a vendor can follow if they take
issue with anything Gartner has published or recommended in a consulting engagement
or anywhere else where they are impacted by Gartner opinion-even sales calls,
presentations or media quotes," says Gartner Ombudsman Nancy Erskine. "AR
professionals should first contact the Gartner analyst or consultant who authored
the research or recommendation, but it's in your best interest to be well-prepared.
Do your homework and have your facts together, and your case will be addressed
quickly and thoroughly."
For research-related issues,
the second point of escalation is the analyst's team manager, who will verify
that all methodologies and processes were followed and that all Gartner positions
have been appropriately supported. AR professionals should request the team manager's
name from the analyst.
The final point of escalation is
the ombudsman. When an issue reaches the ombudsman's office, one of its four Gartner
associates speaks with the person who brought the issue forward to ensure that
they understand all of the relevant information.
will then work with the relevant people, systems and documents, internal and external
to Gartner, to resolve the issue. Sometimes it's just a matter of bringing the
parties together to work the issue through on an even playing field. Other times
it requires changes to published documents or even policies, or simply reinforcing
existing guidelines and policies.
Once issues are resolved,
all appropriate parties are informed of the outcome and that "the case is
closed." In all cases, the process is thoroughly documented so patterns of
occurrence can be tracked and reduced or eliminated.
exception to this process is when Gartner has published a factual error that is
potentially highly damaging to the vendor. Erskine says, "In these cases,
the document can be rapidly removed from circulation and then, when the error
is fixed, everyone who read the report in question can be informed that the correction
was made and why. The good news is that this doesn't happen often."
recalls a situation when the process worked well: "There were multiple issues
in one case that was particularly complex and included published research, consulting
engagement findings, events and even analyst newspaper quotes. The vendor's side
of the story, and their supporting arguments, were well laid out and straightforward
to investigate and substantiate. In the end, we were able to resolve each issue
satisfactorily and update the findings that warranted change."
are all about making this process transparent," said Erskine, "and that's
why it is fully defined on the Ombudsman
page of gartner.com."