Customer Experience with Talent Management Systems
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1 Customer Experience with Talent Management Systems What s Driving Satisfaction? PRELIMINARY RESULTS Josh Bersin and Barb Arth October, 2010 Copyright 2010 Bersin & Associates. All rights reserved.
2 About Us Who We Are Industry s primary research firm focused on WhatWorks in enterprise learning and talent management Research Areas Enterprise Learning Leadership Development Talent Acquisition Performance Management Career and Succession Management Workforce Planning Content Development HR Systems Offerings In-Depth Studies and Reports Research Memberships Workshops Benchmarking Advisory Consulting Copyright 2010 Bersin & Associates. All rights reserved. Page 2
3 Research For This Presentation 7-month quantitative and qualitative study Survey results from more than 700 customers evaluating approximately 45 providers More than 30 direct interviews Updated report available for members and purchase in December 2010 Research bulletin on preliminary results available to members now Copyright 2010 Bersin & Associates. All rights reserved. Page 3
4 16 Participating s With at Least 10 Evaluations ADP Cornerstone OnDemand Halogen icims Learn.com Oracle PeopleSoft PeopleClick Authoria Plateau Saba SAP Sonar6 StepStone SuccessFactors SumTotal Taleo Ultimate Software Copyright 2010 Bersin & Associates. All rights reserved. Page 4
5 Product Quality: Who s Top, Who s Not Showing vendors with 10 or more evaluations (p<.001) Scores indicated are on a 1-5 scale with 5 high Feature Capability Ease of Use Configurability System Performance Features Ease Config. Perf. Halogen 3.97 Halogen 4.05 Halogen 3.81 Halogen 4.25 Learn.com 3.54 Sonar ADP 3.70 SuccessFactors 3.66 Saba 3.53 ADP 3.60 Learn.com 3.64 icims 3.59 Ultimate Software 3.41 Learn.com 3.50 Taleo 3.43 Saba 3.55 ADP 3.40 PeopleClick Authoria 3.48 Cornerstone OnDemand 3.36 ADP 3.50 Taleo 3.35 StepStone 3.47 Saba 3.35 Ultimate Software 3.47 Cornerstone OnDemand 3.30 SuccessFactors 3.41 Ultimate Software 3.32 Plateau 3.45 Plateau 3.29 Ultimate Software 3.38 PeopleClick Authoria 3.30 StepStone 3.43 StepStone 3.23 icims 3.38 Plateau 3.29 PeopleClick Authoria 3.39 icims 3.21 Plateau 3.21 StepStone 3.17 Taleo 3.38 Sonar Taleo 3.18 SuccessFactors 3.16 Learn.com 3.18 PeopleClick Authoria 3.13 Cornerstone OnDemand 3.06 Sonar Sonar SuccessFactors 3.09 Saba 2.94 icims 3.07 Cornerstone OnDemand 3.09 SumTotal 3.06 SumTotal 2.73 SumTotal 2.91 Oracle PeopleSoft 2.90 Oracle PeopleSoft 2.80 Oracle PeopleSoft 2.45 Oracle PeopleSoft 2.60 SAP 2.89 SAP 2.79 SAP 2.05 SAP 2.53 SumTotal 2.88 Overall 3.31 Overall 3.29 Overall 3.26 Overall 3.42 = vendors who scored in the top 5 across all 4 categories of Product Quality = vendors who scored in the bottom 5 across all 4 categories of Product Quality Copyright 2010 Bersin & Associates. All rights reserved. Page 5
6 Implementation: Who s Top, Who s Not Showing vendors with 10 or more evaluations (p<.001) Scores indicated are on a 1-5 scale with 5 high Consulting Ease of Data Integration Time to Implement Consulting support Halogen 4.44 Learn.com 3.78 ADP 3.70 StepStone 3.66 Taleo 3.64 Sonar icims 3.56 Saba 3.51 Ultimate Software 3.39 Plateau 3.38 Cornerstone OnDemand 3.23 PeopleClick Authoria 3.19 SuccessFactors 3.00 Oracle PeopleSoft 3.00 SAP 2.94 SumTotal 2.94 Overall 3.49 Ease of data integration Halogen 3.80 Learn.com 3.50 ADP 3.50 Ultimate Software 3.44 StepStone 3.32 Taleo 3.28 Saba 3.27 Plateau 3.23 icims 3.19 Cornerstone OnDemand 3.15 Oracle PeopleSoft 3.11 Sonar SuccessFactors 3.03 SumTotal 2.97 SAP 2.76 PeopleClick Authoria 2.73 Overall 3.24 Length of time to implement Halogen 4.21 Cornerstone OnDemand 3.68 Taleo 3.59 icims 3.44 StepStone 3.43 Ultimate Software 3.41 ADP 3.40 Sonar Saba 3.33 Learn.com 3.32 Plateau 3.29 SuccessFactors 3.23 PeopleClick Authoria 3.09 SumTotal 2.91 Oracle PeopleSoft 2.72 SAP 2.39 Overall 3.39 = vendors who scored in the top 5 across all 3 categories of Implementation = vendors who scored in the bottom 5 across all 3 categories of Implementation Copyright 2010 Bersin & Associates. All rights reserved. Page 6
7 Service: Who s Top, Who s Not Showing vendors with 10 or more evaluations (p<.001) Scores indicated are on a 1-5 scale with 5 high Communicate Support Support Responsiveness Support Outcome Process to communicate support issues Halogen 4.39 icims 3.82 ADP 3.70 Ultimate Software 3.59 Learn.com 3.54 StepStone 3.48 Sonar Taleo 3.44 Saba 3.43 Plateau 3.30 PeopleClick Authoria 3.13 Cornerstone OnDemand 3.09 SumTotal 3.00 SAP 2.94 Oracle PeopleSoft 2.94 SuccessFactors 2.88 Overall 3.44 Responsiveness service tickets/requests Halogen 4.56 ADP 4.20 icims 3.93 Sonar Plateau 3.29 Saba 3.29 Taleo 3.28 Ultimate Software 3.21 Learn.com 3.18 StepStone 3.16 PeopleClick Authoria 3.00 SAP 2.94 SuccessFactors 2.94 SumTotal 2.88 Oracle PeopleSoft 2.82 Cornerstone OnDemand 2.67 Overall 3.35 Follow through on service tickets/requests Halogen 4.44 icims 3.89 ADP 3.80 Sonar Learn.com 3.39 Ultimate Software 3.32 Saba 3.31 StepStone 3.29 Taleo 3.23 Plateau 3.17 PeopleClick Authoria 3.13 SAP 3.00 SumTotal 2.97 Oracle PeopleSoft 2.94 SuccessFactors 2.88 Cornerstone OnDemand 2.85 Overall 3.35 = vendors who scored in the top 5 across all 3 categories of Service = vendors who scored in the bottom 5 across all 3 categories of Service Copyright 2010 Bersin & Associates. All rights reserved. Page 7
8 Partnership: Who s Top, Who s Not Showing vendors with 10 or more evaluations (p<.001) Scores indicated are on a 1-5 scale with 5 high Understands Business Needs Domain Expertise Input to Product Development Understands business needs Halogen 4.31 Saba 4.06 StepStone 3.98 Ultimate Software 3.94 Learn.com 3.93 Taleo 3.87 ADP 3.80 icims 3.67 Plateau 3.65 Cornerstone OnDemand 3.61 Sonar Oracle PeopleSoft 3.42 PeopleClick Authoria 3.39 SuccessFactors 3.19 SumTotal 3.12 SAP 2.95 Overall 3.71 Offers domain expertise & promotes best practices Halogen 4.41 Learn.com 4.25 Ultimate Software 4.03 Taleo 3.92 ADP 3.90 Saba 3.90 StepStone 3.75 icims 3.65 Plateau 3.65 Sonar Cornerstone OnDemand 3.61 PeopleClick Authoria 3.48 SAP 3.47 SuccessFactors 3.35 SumTotal 3.24 Oracle PeopleSoft 3.21 Overall 3.75 Offers direct method for input into development Learn.com 4.29 Halogen 4.18 ADP 4.00 Saba 3.98 Cornerstone OnDemand 3.97 Taleo 3.90 Ultimate Software 3.85 Plateau 3.58 PeopleClick Authoria 3.57 SAP 3.56 SuccessFactors 3.55 icims 3.50 StepStone 3.41 Sonar SumTotal 3.24 Oracle PeopleSoft 3.00 Overall 3.69 = vendors who scored in the top 5 across all 3 categories of Partnership = vendors who scored in the bottom 5 across all 3 categories of Partnership Copyright 2010 Bersin & Associates. All rights reserved. Page 8
9 Overall: Who s Top, Who s Not Overall Score out of 100. Showing vendors with 10 or more evaluations (p<.001) Product Quality Halogen ADP Learn.com Ultimate Software Saba Taleo SuccessFactors PeopleClick Authoria StepStone Sonar Plateau icims Cornerstone OnDemand SumTotal Oracle PeopleSoft SAP Overall Implementation Halogen ADP Learn.com Taleo StepStone Cornerstone OnDemand Ultimate Software Saba icims Plateau Sonar Oracle PeopleSoft SuccessFactors PeopleClick Authoria SumTotal SAP Overall Service Halogen ADP icims Sonar Ultimate Software Learn.com Saba StepStone Taleo Plateau PeopleClick Authoria SAP SumTotal Oracle PeopleSoft SuccessFactors Cornerstone OnDemand Overall Partnership Halogen Learn.com Saba Ultimate Software ADP Taleo Cornerstone OnDemand StepStone Plateau icims Sonar PeopleClick Authoria SAP SuccessFactors Oracle PeopleSoft SumTotal Overall = vendors who scored in the top 5 across all subcategories in the Customer Experience category indicated = vendors who scored in the bottom 5 across all subcategories in Customer Experience category indicated Copyright 2010 Bersin & Associates. All rights reserved. Page 9
10 Average Willingness to Recommend Score / Overall Satisfaction by Willingness to Recommend Showing vendors with 5 or more evaluations Halogen SAP ADP Salary.com Ultimate Software Saba Taleo Stepstone icims HRSmart Plateau CornerstoneOnDemand PeopleClick Authoria Kenexa Silkroad Sonar6 SumTotal Oracle PeopleSoft SuccessFactors Towers Watson PageUp People Learn.com Cezanne Software 2.50 Other Average Overall Satisfaction Score /5 The greater the satisfaction with the provider, the greater the customer s willingness to recommend that provider. Copyright 2010 Bersin & Associates. All rights reserved. Page 10
11 Full Presentation Download the full presentation from Bersin & Associates here: Customer Experience with Talent Management Systems: What s Driving Satisfaction? Preliminary Results (59 pages) Copyright 2010 Bersin & Associates. All rights reserved. Page 11
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