Home > News > April 2007 > 18 April 2007

Bersin & Associates releases LMS study

Oakland, California - Bersin & Associates has released its latest research report - 'LMS Customer Satisfaction 2007: An Industry Analysis of the Customer Experience with Learning Management Systems'.

The research firm says the study analyses input from 516 system administrators, training managers, and executives on 20 satisfaction criteria. Thirteen LMS vendors agreed to participate in the study.

The study evaluates a range of categories from the customers' perspective including product functions, technical support, customer service, business partnership, and implementation.

Karen O'Leonard, lead analyst for the study, said: "This study has two important uses. First, it provides current and prospective LMS customers with valuable information on which solution providers are delivering the highest levels of service and product capabilities. It also provides LMS vendors with information on what service and product attributes are most important to customers, so that they can focus their efforts in the right areas."

The research found that almost one out of five companies plan on spending more than $400K on LMS operations and maintenance this year. 25% plan on spending between $100K and $399K; 39% plan on spending less than $100K.

Josh Bersin, president and founder of Bersin & Associates said: "While LMSs are rapidly becoming recognised as mission-critical enterprise applications, there is still significant room for improvement. Vendors and buyers are dealing with significant technology and functionality advancements in areas such as content integration, reporting, performance management, and systems integration. The message to buyers is to be careful: while LMS systems are very powerful, organisations must select and implement the right solution for their particular needs.

"For vendors, the message is consistent with findings from the 2005 study. While features and functions are important, the most important factor in customer satisfaction continues to be service and support. Vendors should not focus on R&D and growth at the expense of current customer success. The increased rate of churn tells us that many vendors continue to focus too heavily on acquiring new customers and not heavily enough on making their current customers successful."

For more information about the report, visit: www.bersin.com/lmssat

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