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Home > News > November 2004 > 08-Nov-2004

Bersin & Associates to launch LMS customer satisfaction survey

Research and consulting firm Bersin & Associates have announced the launch of a new research initiative designed to explore the LMS customer experience and objectively quantify customer feedback across the market. The research results are expected in the first quarter of 2005.

To aid in the design and reach of the survey, Bersin & Associates has created the LMS Quality Council. Council members have worked with Bersin & Associates analysts to design and create the study and will work with Bersin to reach customers and ensure survey completion. Complete survey results will be available to all council members.

Council membership, which is voluntary and has no associated costs, currently includes the following LMS vendors: CyberU, Generation21, GeoLearning, Geometrix, KnowledgePlanet,, Meridian Knowledge Solutions, Inc., NetDimensions, Pathlore, Peoplesoft, Plateau, RISC, Saba, SumTotal Systems, and WBT Systems.

Bersin & Associates will send out surveys to customer lists provided by LMS Quality Council members in November. The study is planned to cover a wide range of topics, including overall product satisfaction, implementation, customisation, reporting and analytics, content development tools, integration, supporting vendor services, and total cost of ownership.

"The Learning Management Systems Market forms the vital technology underpinnings to all corporate training and e-learning. We believe this kind of annual independent research will be highly valuable – to prospective buyers, to current users, and to the vendor community as well," said Josh Bersin, founder and president of Bersin & Associates. "This study will bring to the market unbiased, vendor-neutral information that LMS buyers and customers can use for planning and benchmarking purposes. LMS vendors will greatly benefit by understanding for the first time how their products stack up to others from a purely customer perspective."

Bersin will announce the results of the study in a presentation scheduled for Wednesday, March 2, at the Training 2005 conference in New Orleans. The complete study will be available to subscribers of Bersin & Associates’ e-Learning Research Center and for individual purchase.

Any user who would like to participate in the survey or understand the survey process should send an email to or go to

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