Corporate Training & e-Learning Blog

Monday

LMS Satisfaction

1. What do corporate employees think about learning management systems (LMSs)? TrainingOutsourcing.com and Expertus conducted a recent survey which drew responses from more than 300 corporate learning professionals. Let's take a look at the 2007 survey results!

I was surprised to see that 81% of respondents reported dissatisfaction with the reporting capabilities of their LMSs! Specific problems stated are limited standardized reports (54%), integration issues (49%), and limitations in data collection (48%).

Despite the vast amounts of data collected by their LMSs, employees' biggest challenges to training measurements are data accuracy and standardization (51%) and lack of data (45%). In fact, 77% of respondents said their current measurements fall short of providing meaningful intelligence for business planning.

In case you're curious what training data is most important to companies, most companies focus on learning-related metrics such as course completions (84%), registrations (57%), and learner costs (49%). These metrics help to support learning-related decisions such as course offerings (77%), class scheduling (63%), and budgeting (60%).

2. Bersin & Associates analyzed LMS satisfaction among over 500 training administrators, managers, and executives. Categories of the 2007 Bersin study include product functions, technical support, customer service, business partnership, and implementation. The study's key findings may surprise you:

  • The LMS market remains in a high state of churn, with relatively low customer loyalty. 24% of respondents said they were "extremely likely" or "somewhat likely" to switch LMS vendors.
  • About 1 in 5 companies plan to spend more than $400K on LMS operations and maintenance this year, with 25% planning to spend between $100K and $399K, and 39% less than $100K.
  • Externally hosted LMSs did not yield higher overall satisfaction ratings, yet they did rate higher in ease of upgrading, ease of learner use, and customer satisfaction.
  • Lowest satisfaction ratings were with reporting, ease of customization, rapid ROI, and out-of-the-box functionality.
  • Finally, key determinants of customer satisfaction are vendors' service and support.

1 Comments:

  • I'm surprised the data yield was such a high concern area, too. I would've guessed that problems on the tech level would've topped the list.

    By Anonymous Fred Green, at 1:42 AM EDT  

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