Customers Give Plateau Highest Rating in Overall Customer Satisfaction Category for Second Consecutive Time; Plateau Leads or Co-Leads Global Enterprise Market Segment in 14 of 20 Satisfaction Categories
Arlington, VA. – April 02, 2007 – Plateau Systems, a leading provider of software for developing, managing, rewarding and optimizing organizational skills and talent, today announced that the Bersin & Associates report published last week, 2007 LMS Customer Satisfaction: An Industry Analysis of the Customer Experience with Learning Management Systems, has again identified Plateau as the leader in the overall satisfaction category in the global enterprise segment. Customers rated Plateau as the customer satisfaction leader or co-leader in 14 of 20 categories, and the sole leader in the categories that represent the most important measures of customer satisfaction, including overall satisfaction, customer service, and product/technical support. All ratings are based on customer surveys, with “leader” status awarded to vendors that received the highest peer group rating in each customer satisfaction category.
The report defined Plateau as a global enterprise provider with the ability to provide advanced functionality, a high degree of flexibility and scalability, and global service and support to meet the complex needs of large global organizations. Customers also rated Plateau as the leader in the overall satisfaction category in the global enterprise segment in Bersin & Associates 2005 LMS Customer Satisfaction Study. This consistently high rating underscores Plateau’s proven record of delivering customer satisfaction to global enterprises.
"Plateau continues to prove its commitment to global enterprise LMS customers by providing outstanding services that drive customer satisfaction and loyalty,” said Josh Bersin, president and founder of Bersin & Associates, a research and advisory firm focused on enterprise learning research. "This research highlights Plateau’s proven track record in delivering high levels of customer satisfaction through its product, services, and support."
According to the study, customers rate Plateau as the customer satisfaction leader in multiple categories due to the company’s investments in professional services and its focus on customer success. “The professional services organization is tightly integrated with support and engineering, providing a single level of ownership for any customer problem.”
The report further states, “The company prides itself on total customer success – focusing on solving a wide range of problems in its large implementations, including: change management, content integration, project management and learning strategy. Plateau’s continued investment in services and support, as well as its keen focus on the changing nature of the LMS market, will help the company continue its healthy growth rate.”
Plateau is rated a customer satisfaction leader or co-leader in the following 14 categories:
Overall Satisfaction
Ease of Use
- Ease of Use for Learners
- Ease of Use for System Administrators
Integration
- Content Integration
Total Solution
- Scalable to meet future needs
- Provides all functionality needed out of the Box
- Reporting capabilities
Service and Support
- Customer service
- Product/Technical support
Business Partnership
- Understanding and assistance with customers’ business and training challenges
- Customer has adequate input to product direction
- Long-term Platform Support (confidence that vendor will support the product)
Additional Tools/Capabilities
- E-Learning Content
- Testing/Assessment Tools
In addition to its leadership in these categories, Plateau was named a peer group out-performer with above-average ratings compared to other vendors in ease of customization and technology investment protection.
"This comprehensive report, based on extensive customer feedback, highlights Plateau’s ongoing commitment to the success and satisfaction of our customers," said Paul Sparta, chairman and CEO of Plateau Systems. "Being recognized as the leader in the overall satisfaction category in the Bersin & Associates study for the second consecutive time is a true honor bestowed upon us by our customers. The talent management industry is growing and evolving rapidly, and as such, achieving true customer satisfaction and success is a challenging and never-ending effort in which we are continually investing and refining. From product usability and innovation, to global services and customer support, Plateau will continue to focus significant resources on these and other areas that are most important to our customers.”
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About Bersin & Associates’ 2007 LMS Customer Satisfaction Study: An Industry Analysis of the Customer Experience with Learning Management Systems
2007 LMS Customer Satisfaction: An Industry Analysis of the Customer Experience with Learning Management Systems is a broad-based industry study based on survey results from 516 system administrators, training managers, and executives. This study evaluates a wide range of categories – product performance, customer service, technical support, and additional tools and capabilities – all from the customers’ perspective. The 2007 study covers offerings from 13 LMS vendors and analyzes over 20 different measures of customer satisfaction.
The study was completely funded by Bersin & Associates. Information in the study is based solely on Bersin & Associates’ analysis of results; the only information in the study provided by vendors are estimates of LMS revenues. Organizations can purchase the report by going to http://www.bersin.com/lmssat.
All survey participants had a learning management system that was operational at the time of the survey; the average length of LMS “ownership” was 2.1 years. Respondents represent organizations of all sizes, vertical segments, and number of learners. Seventy-eight (78%) percent of respondents are from corporate organizations; 11% are from government organizations, 2% are from higher ed. Institutions and 9% are from non-profit organizations. The 2007 study was conducted in November-December of 2006.
About Plateau
Plateau is a leading, global provider of adaptable, web-based software for developing, managing, rewarding and optimizing organizational talent to increase workforce productivity and drive business success. Plateau’s award-winning software is powering talent management initiatives across some of the world’s most successful organizations, including the American Red Cross, General Electric, the Internal Revenue Service, Capital One Services and the National Aeronautics and Space Administration (NASA). Industry analysts at Bersin & Associates, Forrester Research and other leading information and technology research and advisory firms continue to recognize Plateau’s leadership in delivering best-in-class functionality, technology and customer satisfaction. Plateau is headquartered in Arlington, Virginia, with offices across the United States, Europe and Asia Pacific. For more information, please visit www.plateau.com
Plateau Systems, the Plateau Systems logo, Plateau Performance, and Plateau are the property of Plateau Systems Ltd. All other names and brands are the property of their respective holders.
