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.
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
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
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
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 Sonar6 3.84 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 Sonar6 3.18 Taleo 3.18 SuccessFactors 3.16 Learn.com 3.18 PeopleClick Authoria 3.13 Cornerstone OnDemand 3.06 Sonar6 3.08 Sonar6 3.16 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
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 Sonar6 3.57 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 Sonar6 3.04 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 Sonar6 3.39 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
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 Sonar6 3.46 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 Sonar6 3.58 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 Sonar6 3.39 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
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 Sonar6 3.54 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 Sonar6 3.65 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 Sonar6 3.36 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
Overall: Who s Top, Who s Not Overall Score out of 100. Showing vendors with 10 or more evaluations (p<.001) Product Quality Halogen 75.53 ADP 63.75 Learn.com 61.61 Ultimate Software 59.93 Saba 58.58 Taleo 58.28 SuccessFactors 58.20 PeopleClick Authoria 58.15 StepStone 58.14 Sonar6 57.89 Plateau 57.77 icims 57.76 Cornerstone OnDemand 55.11 SumTotal 47.35 Oracle PeopleSoft 42.19 SAP 39.14 Overall 56.84 Implementation Halogen 78.67 ADP 63.33 Learn.com 63.14 Taleo 62.50 StepStone 61.71 Cornerstone OnDemand 61.54 Ultimate Software 59.90 Saba 58.87 icims 58.73 Plateau 57.09 Sonar6 53.82 Oracle PeopleSoft 52.15 SuccessFactors 50.49 PeopleClick Authoria 50.40 SumTotal 47.85 SAP 40.63 Overall 57.55 Service Halogen 86.58 ADP 72.50 icims 72.02 Sonar6 61.26 Ultimate Software 59.31 Learn.com 59.23 Saba 58.50 StepStone 58.00 Taleo 57.91 Plateau 56.36 PeopleClick Authoria 52.17 SAP 49.02 SumTotal 48.74 Oracle PeopleSoft 47.55 SuccessFactors 47.40 Cornerstone OnDemand 46.72 Overall 58.33 Partnership Halogen 82.27 Learn.com 78.87 Saba 74.50 Ultimate Software 73.53 ADP 72.50 Taleo 72.44 Cornerstone OnDemand 67.97 StepStone 67.81 Plateau 65.91 icims 65.06 Sonar6 62.99 PeopleClick Authoria 61.96 SAP 57.87 SuccessFactors 57.78 Oracle PeopleSoft 55.26 SumTotal 55.05 Overall 66.99 = 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
Average Willingness to Recommend Score /5 5.00 Overall Satisfaction by Willingness to Recommend Showing vendors with 5 or more evaluations Halogen 4.50 4.00 3.50 3.00 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 2.50 3.00 3.50 4.00 4.50 5.00 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
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