HFS Research Launches Client Scored Provider Ratings

HFS Research launches SaS Stars, a provider rating system based entirely on evaluations from enterprise clients, and retires its Horizons assessments, the firm said in a press release. Providers cannot submit scoring inputs, choose references, pay for inclusion or influence their ratings.

The methodology covers AI first delivery, proprietary intellectual property, investment pace, outcome aligned commercial models and production scale. Clients must oversee the engagement, have at least 12 months of experience with it and remain independent of the provider. Scores are weighted by engagement scope, duration and deal size, then adjusted for confidence.

The first study covers agentic application management services, using more than 400 client evaluations across 34 providers. About 54% of clients expect to increase spending during the next 12 months, but only 14% of engagements combine autonomous resolution, AIOps and operation at live volume. Accenture, TCS, Infosys, Capgemini, Publicis Sapient, Cognizant, HCLTech, IBM and Wipro were placed in the Leaders tier, while no provider received five stars.

An interactive dashboard lets subscribed clients change the weighting of the five criteria and reorder the 34 providers. The first edition is available free, while future ratings will be limited to HFS premium clients.