ERP Vendor Satisfaction Statistics (2026): NPS, User Groups and Peer Ratings

Vendor satisfaction is hard to measure. Vendors publish their own loyalty scores, user groups survey their members, review sites collect star ratings, and competitors commission studies. Each source measures something different. This page brings the most recent numbers together and labels each one by source, year and population, so you can see what customers actually report about their ERP vendors in 2026 and what that means for a release you have to sign off.

Key takeaways

The vendor's own scorecard: SAP Customer NPS

SAP is the only major ERP vendor that reports a customer loyalty score in its audited annual filings, and the score feeds into executive pay. SAP calculates Net Promoter Score (NPS) as the percentage of promoters (scores of 9–10 on a 0–10 scale) minus the percentage of detractors (0–6). Its 2025 Form 20-F says that NPS ignores passives, and calls this a significant limitation of the metric.

Source: SAP Integrated Report 2025, Five-Year Summary, 2026. SAP changed its NPS methodology in 2022. The 2021 value was not restated.

• 9 in 2025, down 3 points: SAP's Customer NPS fell from 12 in 2024 to 9 in 2025, below its 12–16 target range (SAP Integrated Report 2025).
• The target had been confirmed in May 2025: SAP reaffirmed the 12–16 outlook when it changed its other non-financial KPIs (SAP News Center, May 9, 2025).
• Effect on executive pay: The 100% target value for the executive short-term incentive was +14. The actual result of +9 gave a performance factor of 0.750 (SAP Form 20-F 2025).
• NPS is being replaced: On December 17, 2025, SAP's Supervisory Board decided to replace Customer NPS with a Cloud Customer Satisfaction (Cloud CSAT) KPI from 2026 onward (SAP Form 20-F 2025). SAP's 2026 figures will not be comparable with the trend above.

What SAP user groups report in 2026

DSAG, the German-speaking SAP user group, publishes the largest regular survey of SAP customers' plans and attitudes. For the 2026 Investment Report, 198 member companies were surveyed in December 2025 and January 2026, with one respondent per company (CIOs and competence center leads). In 2025, SAP sent out the questionnaire itself and the sample included more large enterprises. DSAG therefore says the 2026 results should be compared with 2024, not 2025.

Source: IT-Onlinemagazin on DSAG Investment Report 2026, February 2026

Customers still see SAP as relevant, but fewer are increasing their SAP budgets:

Source: DSAG press release, Investment Report 2026, February 26, 2026

• Overall IT budgets: 38% of DACH respondents are increasing total IT budgets (43% in 2024), and 24% are cutting them (18% in 2024) (DSAG, 2026).
• Little appetite for public cloud: 42% plan high or medium investment in S/4HANA on-premises, compared with 22% in S/4HANA Cloud Private Edition and 6% in Public Edition (IT-Onlinemagazin, 2026).
• The 2025 numbers look different: In the SAP-administered 2025 survey of 243 companies, 47% reported higher SAP investment and 25% lower. Use of RISE with SAP, current or planned, rose to 45% from 16% a year earlier (IBsolution on DSAG Investment Report 2025, March 2025). Treat 2025 as a different sample, not a trend point.
• Low response rate: Only 243 of DSAG's more than 4,000 member companies completed the joint DSAG–SAP questionnaire in 2025 (E3 Magazine, October 2026).

Licensing, pricing and contracts: the biggest source of dissatisfaction

Across user groups and years, commercial terms draw more complaints than the software itself. In DSAG's 2026 report, the two most common challenges are economic, not technical:

• 79% of DSAG respondents say the cost-effectiveness of SAP software is a top challenge, equal to general economic conditions (Constellation Research, February 2026).
• 70% name SAP's license and contract design as a challenge (Constellation Research, February 2026).
• Historical (2023): When DSAG first asked about SAP's cloud pricing, only 5% of respondents said they were satisfied and 20% were neutral. Satisfaction with SAP's industry strategy was 22%, with 39% neutral (DSAG press release, April 27, 2023).

A study commissioned by a third-party support provider (vendor data, so read it with that interest in mind) found similar frustration about SAP's licensing and migration policies:

Source: iTWire and Business Wire via StockTitan, October 2025. Vendor data: Rimini Street-commissioned study by Freeform Dynamics of 455 IT and business leaders.

• In the same study, 83% of respondents see value in composable ERP approaches and 94% cite freedom to choose best-fit solutions (Rimini Street via Business Wire, October 16, 2025).
• Rimini Street also says organizations using composable architectures with third-party support reached above-average performance 83% of the time, compared with 27% for traditional approaches (Rimini Street, October 16, 2025). This is a vendor claim and has not been independently verified.

Cloud, RISE and lock-in: how sentiment differs by region

In late 2025, four SAP user groups (ASUG in North America, DSAG in Germany, Austria and Switzerland, UKISUG in the UK and Ireland, and JSUG in Japan) ran the same cloud survey. The results show large regional differences in how much customers trust a single-vendor cloud future.

Share concerned about depending on a single provider. Source: E3 Magazine, December 10, 2025

Few members expect SAP's RISE and GROW programs to fundamentally speed up their move to the cloud:

Share who believe RISE/GROW will fundamentally accelerate their cloud move. Source: E3 Magazine, December 10, 2025

• Cloud use is already common: 76% of DSAG members use cloud solutions, compared with 84% of ASUG, 70% of UKISUG and 72% of JSUG members (E3 Magazine, 2025).
• Cloud skills are a concern: 27% of DSAG and JSUG members worry about lacking internal expertise or cloud readiness, compared with 22% at UKISUG and 18% at ASUG (E3 Magazine, 2025).
• North American members lean toward a single platform: In ASUG research produced with SAP, 62% of respondents agreed that one unified technology platform from one vendor is more beneficial than best-of-breed (ASUG, 2025). Compare this with the 94% who valued freedom of choice in the Rimini Street study. The two studies differ in sponsor, sample and question wording.

Peer review ratings: how ERP vendors compare

Gartner Peer Insights is the largest source of verified end-user ratings for ERP. Its "Voice of the Customer" reports use reviews from the previous 18 months. The Customers' Choice label goes to vendors that meet or exceed the market average on key metrics.

Willingness to recommend, Cloud ERP for Product-Centric Enterprises. Source: Gartner Peer Insights, IFS vs Infor and Epicor vs Infor comparison pages, snapshots indexed 2025–2026. Live figures change as reviews are added.

• Star ratings: IFS has 4.7 from 697 ratings (Gartner Peer Insights), Infor 4.5 from 257 ratings (Gartner Peer Insights), and Epicor 4.2 from 385 ratings (Gartner Peer Insights).
• SAP and Oracle: On the market listing, SAP Cloud ERP shows 4.5 from 475 ratings and Oracle Fusion Cloud ERP shows 4.6 from 198 ratings (Gartner Peer Insights). Conflict flag: another Peer Insights page shows SAP Cloud ERP at 4.3 from 415 ratings (Gartner Peer Insights). The two pages were captured at different times. Check the live page before you quote either figure.
• Microsoft: Dynamics 365 Business Central shows 4.2 from 127 ratings in this market (Gartner Peer Insights).
• Customers' Choice (vendor-announced): IFS says it was the only Customers' Choice in the 2025 Voice of the Customer report for Cloud ERP for Product-Centric Enterprises (IFS, July 29, 2025). Workday says it was the only one of five vendors reviewed to earn the label in the service-centric report (Workday, June 5, 2025).
• Support satisfaction (vendor data): Rimini Street reports an average client satisfaction score above 4.9 out of 5 across more than 7,100 support cases in 2025 (Rimini Street, 2026).

Vendor satisfaction vs. implementation outcomes

A high rating for a vendor does not mean your project will go well. Panorama Consulting's 2026 ERP Report surveyed 170 organizations between January 2025 and January 2026. The median project timeline was 9 months and the median annual revenue $200.5 million.

• Budget overruns: More than a quarter of organizations went over budget, and additional technology needs were the leading cause (Panorama, March 4, 2026). A secondary summary gives the exact figures as 30% over budget and 22.3% finishing late (XoroSoft summary of Panorama data, 2026).
• Why projects ran late: 57.9% of delayed respondents cited business or team issues and 55.3% cited scope growth. Data issues affected 29.4% of over-budget and 36.8% of late projects (XoroSoft summary of Panorama data, 2026).

Panorama's data also shows that buyers increasingly look for outside help after they have chosen a vendor:

Share of respondents seeking each type of service. Source: Panorama Consulting Group, The 2026 ERP Report

Historical baseline: Panorama's recent reports have not published a vendor-satisfaction breakdown. The most recent one we found is from 2019, when about 250 ERP customers surveyed in January–February 2019 rated their ERP vendors as follows: 20% very satisfied, 46% satisfied, 26% neutral, 7% dissatisfied and 1% very dissatisfied (TechTarget, 2019). In the 2020 report (181 responses), 52.66% were satisfied with their ERP system, 38.14% neutral and 9.2% dissatisfied or very dissatisfied (TechTarget, 2020).

Data, integration and skills: where satisfaction is won or lost

When user groups ask about day-to-day problems, the answers are usually about data and integration, not features.

• ASUG 2025: 47% of members called the move to S/4HANA a vital undertaking. The most common challenges were master data maintenance and governance (48%), integration (45%) and internal skills to manage new technology (35%). Integration between SAP and non-SAP systems was a focus for 44% of members, up from 36% in 2024 (ASUG Pulse of the SAP Customer, 2025).
• Skills: 56% of ASUG members said S/4HANA skills are the most important to have in 2025 (ASUG, 2025).
• Pace of change (DSAG, 2024): Of 228 CIOs and technology managers, only 11% could easily keep up with the pace of change, 59% could to some extent, and 24% could not (The Register, October 16, 2024).

Source: UKISUG, Data migration and management for SAP businesses, July 16, 2025

Historical: In UKISUG's 2021 survey, 9 out of 10 S/4HANA adopters were satisfied with their implementation. However, 38% said SAP was not providing enough technical resources and training (IgniteSAP on UKISUG 2021 survey). In a 2020 joint survey of 700 members, 58% of ASUG and 51% of DSAG respondents had extremely or somewhat positive impressions of S/4HANA (TechTarget, 2020).

AI: the next test of vendor satisfaction

Vendors are promoting AI heavily. Customers see it as important but are skeptical about the value it will deliver.

Source: diginomica, UKISUG Connect 2025 interview with UKISUG Chair Conor Riordan, 2025

• What makes AI adoption work: The 2026 ASUG–SAP research report on AI lists clear governance and frameworks (40%), alignment with business processes (39%) and clear use cases (39%) as the main enablers (ASUG, 2026). The report was produced with SAP and sponsored by Microsoft and Intel.
• Investment shifts toward the platform: In DSAG's 2026 report, 39% plan high or medium investment in SAP BTP. Within BTP, the leading areas are integration (45%) and analytics (38%) (IBsolution on DSAG Investment Report 2026).

What this means for your sign-off

• Treat commercial friction as delivery risk. When 70% of DSAG respondents struggle with SAP's license and contract design, test environments, tenant entitlements and support scope are often unclear until late in the program. Confirm them in your test strategy before planning test cycles. The SAP Master Test Strategy in the template library has a section for environment and entitlement assumptions.
• Expect pressure on testing budgets. 28% of DACH customers are cutting SAP budgets in 2026, up from 19% in 2024, so testing is an easy target for cuts. Tie test scope to business-process risk using a phase-by-phase plan such as our ECC to S/4HANA migration testing plan. That makes cuts a visible risk decision rather than a quiet one.
• Customers are most often let down by data. UKISUG found that 79% of organizations struggle with data management when moving from ECC 6.0 to S/4HANA, and ASUG members name master data as their top challenge (48%). Plan mock loads, reconciliations and masking early. Our S/4HANA test data guide covers the options.
• Don't use vendor ratings as a stand-in for project readiness. Peer Insights scores of 4.2–4.7 sit alongside Panorama data showing 30% of projects over budget and 22.3% late, with most delays caused by business and team issues. Your go/no-go decision should depend on evidence from your own program, not the vendor's reputation.
• Govern AI before it reaches your test assets. Three-quarters of UKISUG members think AI is overhyped, and governance is the top enabler in ASUG's research. Set rules for AI-generated test cases and for agents acting in test systems. Our AI-DLC for ERP teams article explains where approval gates belong.
• Read every satisfaction number with its source in mind. SAP's NPS is self-reported and being replaced, DSAG's sample changed between 2025 and 2026, and some studies are funded by vendors. If a number goes into a steering committee deck, state its source and population.

Frequently asked questions

What is SAP's customer Net Promoter Score?

SAP's Customer NPS was 9 in 2025, down from 12 in 2024 and below its 12–16 target range, according to its 2025 Form 20-F. From 2026, SAP replaces NPS with a Cloud Customer Satisfaction KPI.

Are SAP customers satisfied with SAP's licensing?

Not in the German-speaking market. In DSAG's 2026 Investment Report, 70% of respondents named SAP's license and contract design as a challenge and 79% named the cost-effectiveness of SAP software (Constellation Research, 2026). In DSAG's 2023 survey, only 5% were satisfied with SAP's cloud pricing (DSAG, 2023).

Which ERP vendor has the highest customer satisfaction?

No single, neutral ranking exists. On Gartner Peer Insights, IFS showed 80% willingness to recommend across 670 reviews in the product-centric cloud ERP market, compared with 75% for Infor and 74% for Epicor (Gartner Peer Insights). Workday reported being the only Customers' Choice among five vendors in the 2025 service-centric report (Workday, 2025).

Are SAP customers planning to leave SAP?

The data doesn't show that. In DSAG's 2026 report, 36% said SAP's relevance to their company is growing, 48% said it is unchanged and 16% said it is declining (IT-Onlinemagazin, 2026). Dissatisfaction is focused on cost, contracts and cloud terms, not on SAP as a platform.

Do customers in different regions feel differently about SAP's cloud push?

Yes. In a joint late-2025 survey, 49% of DSAG members were concerned about depending on a single provider, compared with 21% of ASUG members. Only 10% of DSAG members expected RISE and GROW to fundamentally speed up their move to the cloud (E3 Magazine, 2025).

Does a satisfied vendor relationship mean a successful implementation?

No. Panorama's 2026 ERP Report found that more than a quarter of 170 organizations went over budget, most often because of additional technology needs discovered late in the project (Panorama, 2026).

Sources

1. SAP SE Annual Report 2025 on Form 20-F, SAP SE / U.S. SEC, 2026
2. SAP Integrated Report 2025, SAP SE / U.S. SEC, 2026
3. SAP Integrated Report 2025: Five-Year Summary, SAP SE, 2026
4. SAP Adjusts Non-Financial KPIs, SAP News Center, May 9, 2025
5. DSAG-Investitionsreport 2026: Unternehmen investieren gezielter, DSAG, February 26, 2026
6. DSAG: SAP customer spending selective, AI drags, Constellation Research, February 2026
7. DSAG-Investitionsreport 2026: KI wird zur strategischen Bewährungsprobe für SAP, IT-Onlinemagazin, February 2026
8. DSAG: Mehr Budget, mehr S/4HANA, IT-Matchmaker News, March 2026
9. DSAG-Investitionsreport 2026: Investitionen müssen wirtschaftlich tragfähig sein, IBsolution, 2026
10. DSAG Investment Report 2025: Companies invest in cloud solutions, IBsolution, March 27, 2025
11. Pressemitteilung DSAG-Investitionsreport 2023, DSAG, April 27, 2023 (historical)
12. DSAG at a Crossroads Between SAP and the Community, E3 Magazine, October 2026
13. International SAP User Group Survey on Cloud Use, E3 Magazine, December 10, 2025
14. Inexorable march of progress at SAP threatens to leave users behind, The Register, October 16, 2024
15. ASUG Pulse of the SAP Customer Research: SAP Users Invest in Automation, Data Analytics, AI, ASUG, 2025
16. Keys to Successful SAP Digital Transformation Projects, ASUG, 2025
17. SAP Customers Embrace SAP BTP for Streamlined Operations, ASUG, 2025
18. Navigating AI in SAP Landscapes (research announcement), ASUG, 2026
19. Research Papers: Data migration and management for SAP businesses, UKISUG, July 16, 2025
20. UKISUG Connect 2025: hashing out AI, data governance, and the SAP migration business case, diginomica, 2025
21. UKISUG SAP Survey: 10% Higher S/4HANA Adoption, IgniteSAP, on the UKISUG 2021 survey (historical)
22. Global Study Finds Most SAP Customers Favor Multi-Vendor Composable ERP, Rimini Street (vendor data), October 16, 2025
23. Global Study Finds Most SAP Customers Favor Multi-Vendor Composable ERP (Business Wire release), StockTitan, October 16, 2025
24. Rimini Street study finds most SAP customers favour multi-vendor composable ERP approach, iTWire, 2025
25. Rimini Street Announces Q4 and 2025 Financial and Operating Results, Rimini Street (vendor data), 2026
26. Cloud ERP for Product-Centric Enterprises Reviews and Ratings, Gartner Peer Insights, accessed 2026 (with linked vendor and comparison pages)
27. IFS is the only company named as a Customers' Choice in the 2025 Gartner Peer Insights Voice of the Customer for Cloud ERP, IFS (vendor data), July 29, 2025
28. Workday is the Only Vendor to be Named a Customers' Choice, Workday (vendor data), June 5, 2025
29. The 2026 ERP Report, Panorama Consulting Group, 2026
30. Panorama Consulting Group Releases Latest Study of ERP Implementation Outcomes, Panorama Consulting Group, March 4, 2026
31. ERP Implementation Statistics 2026 (secondary summary of Panorama data), XoroSoft, 2026
32. ERP vendors get high marks in Panorama report, TechTarget, 2019 (historical)
33. Panorama ERP report shows continued satisfaction, TechTarget, 2020 (historical)
34. ASUG, DSAG members like S/4HANA but implementations still lag, TechTarget, 2020 (historical)

Last updated: October 9, 2026. Statistics are refreshed as new research is published.