The document discusses KLAS's approach to interpreting customer ratings data, called the KLAS Customer Fingerprint. This approach proved to be an early predictor of future sales and customer retention success. Vendors who focused on integration, developing new technology, and relationships saw significantly higher sales and lower customer turnover. The fingerprint identified factors like support, training, and timely delivery of new technology as most critical to overall customer satisfaction. Poor implementations greatly increased the risk of customers becoming dissatisfied over three years compared to good implementations.

1. KLAS Performance Insight
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2. The Fingerprint of Success
2011 KLAS White Paper
KLAS took a two-dimensional approach
to interpreting customer ratings. This
approach, called the KLAS Customer
Fingerprint, proved to be an early
predictor of future success in sales and
retention among 200+ healthcare IT
products, and allowed vendors to see
what factors were most critical to overall
customer satisfaction.
-Integrators saw 60% higher sales, 41% less turnover vulnerability .
-Developers saw 72% higher sales, 57% less turnover vulnerability.
-Relationship focused vendors saw 40% less turnover vulnerability.
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3. Overall Satisfaction
Some Things Matter More Than Others
The challenge of technology today is
not like in the old days when people
didn’t know what a keyboard or a
mouse was. Now, people complain
because Facebook is 30 times faster
than our system, and they can’t save
their favorites, and their iPad can do
X, Y, and Z, but we can't. We have
completely slingshot past the
capabilities, so instead of being afraid
of the system, people complain that it
is out-of-date. It is a statement about
how awful the industry is that
PowerChart is considered an advanced
system. I consider PowerChart to be
tremendously out-of-date compared
with the state of information
technology today.
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4. KLAS Correlation Fingerprint
2011 KLAS White Paper | The Fingerprint of Success
Score
Supports Integration Goals 7.7
Quality of Phone/Web Support 7.7
Delivery of New Technology 7.7
Likely to Recommend 7.6
Forecasted Overall Satisfaction 7.5
Quality of Training 7.5 Customer Ratings
Overall Communication 7.4
Overall Product Quality 7.4
Ease of Use 7.4
Product Response Time 7.4
Money's Worth 7.4
Proactive Service 7.4
Product Works as Promoted 7.4
Lives up to Expectations 7.3
Overall Satisfaction 7.2
Implementation on Time 7.2
Executive Involvement 7.1
Contracting Experience 7.0
Quality of Implementation 6.9
Average Importance (Correlation)
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5. Implementations and Russian Roulette
Bad Implementation =
44%
Chance of Customer Falling into
Lower Tail after 3 Years
Good Implementation =
8%
Chance of Customer Falling into
Lower Tail after 3 Years
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