Cornerstone OnDemand Also Named Customer Loyalty Leader
Santa Monica, CA – April 3, 2007 – Cornerstone OnDemand, Inc., the only proven provider of on-demand, integrated talent management software and services, today announced that Cornerstone’s customers gave the company stellar ratings in the just-released Bersin & Associates study, 2007 LMS Customer Satisfaction : An Industry Analysis of the Customer Experience with Learning Management Systems. Cornerstone OnDemand was rated as the overall satisfaction leader in all three segments in which it appeared. Additionally, Cornerstone was one of only three companies to be identified as a customer loyalty leader.
“In the highly competitive learning and talent management space, vendors that can demonstrate customer satisfaction will come out ahead,” said Josh Bersin, president of the research and advisory firm. “Cornerstone’s customers are not only satisfied with their solutions, but also recognize that Cornerstone can grow with their business, as evidenced by their leading loyalty ranking.”
The study evaluates 13 LMS vendors in 20 satisfaction categories – all from the customers’ perspective. Ratings are analyzed and compared within three different segments: vendor size and complexity, hosted vs. installed systems, and annual operating cost. The study also analyzed customer loyalty. The independent study is based on survey results from 516 system administrators, training managers, and executives. A synopsis of Cornerstone’s rankings is as follows:
Vendor Size and Complexity – Within the corporate/mid-market segment – identified in the study as the fastest growing market segment, Cornerstone was named the overall satisfaction leader. The company was also rated as a market leader or co-leader in 16 other categories including overall satisfaction, ease of use, integration, configurability and customization, scalability, reporting, performance management, testing and assessment.
Hosted Versus Installed Systems – The study further examines vendors by their focus on hosted or installed deployments. Within the hosted solutions segment, Cornerstone OnDemand again was rated as the overall satisfaction leader. The company was rated as leader or co-leader in 10 other categories and as an outperformer in three categories. Customers rated Cornerstone high in ease of customization, ease of use for learners and administrators, out-of-the-box functionality, integration with internal systems, ease of upgrading, scalability, and reporting.
Annual Operating Cost – Cornerstone was also recognized as the overall satisfaction leader in the segment which evaluated vendors with costs between $100,000 and $300,000 per year. Cornerstone was rated leader or co-leader in 10 other categories and an outperformer in two categories. Categories in which Cornerstone rated highly include integration with internal systems, ease of ownership, total solution, performance management, and testing and assessment tools.
Customer Loyalty – Customer loyalty is defined by Bersin & Associates as the propensity to switch vendors. Cornerstone was one of only three vendors recognized as a customer loyalty leader. Fewer than 10% of Cornerstone’s customers expressed the likelihood to switch vendors, compared to an overall average of 24%.
“Since its inception, Cornerstone OnDemand has made customer satisfaction a priority and guiding principle behind our consistent product innovation and personalized services,” said Adam Miller, president and CEO, Cornerstone OnDemand. “It’s tremendously gratifying to see the results of the Bersin & Associates’ LMS Customer Satisfaction Study and to know that we’re achieving our goal to deliver a world-class product and experience to our customers.”
2007 LMS Customer Satisfaction: An Industry Analysis of the Customer Experience with Learning Management Systems evaluates a wide range of categories – product performance, customer service, technical support, and additional tools and capabilities. For more information on Bersin & Associates’ research or to purchase this study, please visit http://home.bersin.com/.