Enterprise Resource Planning (ERP) Software Rating Criteria
Enterprise Resource Planning (ERP) Rating Criteria
Enterprise resource planning (ERP) software is a complete business solution that encompasses accounting, CRM, HR, manufacturing, inventory, and more into a single software solution. ERP software comes in multiple forms: 1) cloud-based online ERP software with a SaaS monthly or yearly pricing structure, 2) locally-installed software that is downloaded and hosted on your own computer, or 3) open-source software that is downloaded and hosted on a computer where it can be coded and tailored. Most ERP software is extremely customizable and often individual features are sold in modules, so each business purchases exactly which functions they need.
ERP software is rated on the following sections: Pricing, Hardware & Software Requirements, Organization & Setup, Features, Customer Service & Support, User Reviews, Integrations & Add-Ons, and Security.
Each section is assigned a rating of Excellent, Good, Fair, or Poor based on the outlined criteria. The overall score out of 5 stars is then based on the following general guidelines:
| Overall Score | Section Ratings |
|---|---|
| 5.0 | Majority "Excellent" and "Good", no "Poor" |
| 4.0 - 4.5 | Majority "Good" |
| 3.0 - 3.5 | Majority "Good" and / or "Fair" |
| 2.0 - 2.5 | Majority "Fair" and / or "Poor" |
| 1.0 - 1.5 | Majority "Poor" |
For more detailed information on scoring, as well as how we make recommendations based on these scores, see our Rating And Scoring System.
The following characteristics warrant an Excellent rating:
Pricing
- All fees and expenses are made explicitly clear prior to purchase
- The price accurately reflects the value of the software at each pricing level
- Price is competitive and affordable relative to the intended customer base
- Provides a free trial or demo to test the software
Hardware & Software Requirements
- Cloud-based software is accessible on all main browsers and devices
- Cloud-based software includes well-developed mobile apps
- Locally-installed software is available for both Windows and Mac
Organization & Setup
- Signup and on-boarding is simple and well-guided
- Interface design is logical and well-organized
- Offers quality and easily-searchable learning resources (e.g., demo, tutorials) to assist new users
- Offers implementation support and training for a reasonable cost
Features
- Provides a well-rounded set of built-in features that serve the intended audience
- Feature set offers good value for the price
- Features include: finances and accounting, HR, contact management, sales, purchasing, inventory, project management, manufacturing, and supply chain
- The majority of individual features are robust
- Advanced features are available at fair and competitive price points
Customer Service & Support
- Provides multiple avenues for personalized support (phone, email/support tickets, live chat, etc.)
- Provides an extensive collection of quality online self-help resources (knowledgebase, tutorial videos, community forums, blog, etc.)
- A live representative can be reached during business hours via phone or live chat
- Company responds to support requests in a timely manner (emails within 24 hours, phone holds and live chats within minutes)
- Support representatives are knowledgeable, courteous, and able to resolve issues
- Support department has a reputation for good service, even if some complaints exist
Integrations & Add-ons
- Offers a large number of integrations
- Provides a well-rounded set of widely-used third-party software integrations (ecommerce, POS, loyalty, marketing, etc.)
- Provides multiple payment gateway integrations
- Provides an open API for developers
User Reviews
- The number of complaints is reasonable in proportion to company size and user base
- Complaints reference isolated, specific circumstances rather than systemic problems the company has failed to address
- Complaints are addressed publicly in a reasonable and respectful manner
- Customer feedback is taken into consideration when updating the software, which frequently renders older complaints obsolete
- A substantive number of credible positive reviews are available online from verifiable customers
- Receives mostly positive reviews/scores on trusted third-party review sites (and/or app marketplaces)
- Positive reviews outnumber complaints
Note: ERP software with very few user reviews receives a rating of Fair until more data becomes available.
Security
- The company is transparent about its security measures
- Security features include at a minimum: data encryption, firewalls, virus/intrusion detection and prevention, regular backups, physical security measures for data centers
- Maintains a long track record of no major, wide-spread security issues
- Percentage uptime is at or above industry-standard levels
- Provides updates regarding security status, planned maintenance and downtime, etc.
Note: Since the security of locally-installed software is the responsibility of the business owner, locally-installed ERP software receives a rating of Fair to reflect this variation.
