What is Gartner’s Office of the Ombuds?

Independence and objectivity is at the heart of Gartner’s business.  Clients depend on us for objective insights free from bias so they can make faster, smarter decisions on their mission critical priorities. 

Gartner’s Office of the Ombuds is committed to upholding Gartner’s research integrity. Our office sits within Legal & Compliance and is not part of Research, Consulting, Sales, or Service. We independently review concerns to ensure research methodologies are followed, clients have clear expectations about Gartner’s services, and providers are treated fairly by ensuring protections are in place and processes are rigorously followed during our research processes. When we find mistakes or missteps, we fix them. 

What does truly independent and objective research mean?  It means that Gartner evaluates providers based on a consistent set of criteria that experts determine will best serve Gartner’s end-user clients.  Providers are included in research when they meet the criteria, and they can’t opt out of being included when analysts determine they belong. Client status is irrelevant. Any provider can work with Gartner experts.  For example, all providers included in research like a Magic Quadrant or Critical Capabilities have the same access to brief analysts, respond to RFIs, and review the research before it’s published.  All providers also have the right to escalate following our Vendor Research Escalation Process where their concerns will be taken seriously and investigated.    

The purpose of this space is for the Ombuds team to share more insight into how research is conducted, expert opinions are formed, and independent recommendations are made so that you can see how objectivity is rooted at the very heart of Gartner. We don’t shy away from difficult questions. In fact, we encourage them and want to share our answers for everyone’s benefit. For example, in the past we’ve unpacked how providers cannot pay to influence our research and explained how the Connecticut Supreme Court affirmed the independence and objectivity of our research. Anyone can contact the Office of the Ombuds by emailing ombuds@gartner.com.  

I recently celebrated my 12th anniversary with Gartner and joined Ombuds this year to lead this team of Gartner veterans focused on maintaining Gartner’s independence and objectivity. I’m proud of the work our team does to help ensure Gartner continues to earn the right to guide the leaders who shape the world. What could be more important than that?