STUDY SUMMARY Kronos in the Cloud: The Customer Experience

Transcription

1 STUDY SUMMARY Kronos in the Cloud: The Customer Experience Commissioned Boston Research Group study summarizes a satisfaction survey of Kronos customers with applications in the Kronos cloud

2 EXECUTIVE SUMMARY The following study findings are based on an in-depth web survey administered to managers and staff who are Workforce Central suite customers in North America and who have been deployed in the Kronos cloud for at least one year. Customers with applications in the Kronos cloud report that they are receiving the greatest satisfaction in the areas they value the most and consider most desirable. Ultimately, this study reveals an exceptionally positive result: Customers with applications in the Kronos cloud report that they are receiving the greatest satisfaction in the areas they value the most and consider most desirable. Results show that the primary drivers for cloud deployment as well as the overall satisfaction rates for customers in the Kronos cloud are both linked to specific operational elements. Customers with applications in the Kronos cloud: Are driven to cloud deployment for the opportunity to experience benefits critical to their day-to-day processes and procedures: Most notably, customers rated upgrading and staying current on the latest software versions as the No. 1 reason for adopting Kronos in the cloud Other key desired operational benefits rated highly by customers were: Efficient issue resolution Data backup and security Kronos application expertise Are very satisfied with their Kronos in the cloud experience: Many of the same key operational benefits that drive customers to cloud deployment are also responsible for driving their overall satisfaction with their Kronos cloud solution As a result, most customers have a positive view of Kronos in the cloud and would recommend Kronos cloud deployment to others In addition to providing cloud customers with operational benefits, the study also showed that Kronos performs well in two key areas impacting their relationships with customers: Securing customers data Creating a seamless experience when conducting routine maintenance 2

3 INSIGHTS FROM THE STUDY In May 2017, Kronos Incorporated commissioned Boston Research Group, an independent market research organization, to design and conduct a study to gain insight into customers experience with Kronos in the cloud. Web surveys were used to collect the data and a total of 211 respondents are included in this survey analysis. Participants represent a range of industries, company sizes, departments, and organizational levels. Sample reliability estimates are as follows (95 percent confidence interval at 50 percent response): Total sample (n=211): ±6.7 percent; managers (n=77): ±11.2 percent; staff (n=134): ±8.5 percent. Methodology Cloud benefits A satisfaction driver analysis was performed to reveal the primary reasons customers are driven to adopt Kronos in the cloud. Survey participants were asked to rate 30 individual satisfaction components on a 0 to 10 agreement scale. Desired satisfaction benefits driving customers to the cloud were based on survey participants selecting an 8, 9, or 10 on the agreement scale. Following the evaluation process, the 30 individual satisfaction components driving customer satisfaction were aggregated into four themes: Operational improvements Addressing lack of in-house expertise, resources, and space Better managing costs and expenses Morale and focusing on competencies and not mundane tasks Cloud satisfaction Overall satisfaction was measured based on survey participants choosing an 8, 9, or 10 (on a 0 to 10 scale where higher numbers represent greater satisfaction) when ranking the 30 individual satisfaction components for Kronos in the cloud. 3

4 BENEFITS FROM ADOPTING WORKFORCE CENTRAL IN THE KRONOS CLOUD Respondents were asked to think about the benefits that their organizations wanted to achieve from Workforce Central in the Kronos cloud compared to hosting and managing the Kronos application in house. The chart below illustrates that nearly eight out of 10 customers report upgrading and staying current is the top reason for deploying Kronos in the cloud. More than seven in 10 customers are motivated by their confidence in Kronos to resolve hosting issues quickly and to back up and protect their data. Apart from leveraging Kronos expertise, customers are mainly driven to adopt Kronos in the cloud based on the need to improve key operational functions driving business value. FIGURE 1: Top Reasons for Adopting Kronos Cloud Operational Benefits Upgrading and staying current is easier Kronos resolves hosting issues quickly Data backup and protection Kronos expertise Less time on mundane tasks Improve reliability and uptime Improve business continuity More with fewer resources Improve scalability and flexibility Applications up and running faster Free for core competencies Reduce HW/SW costs To relieve an overburdened IT team Improve compliance Less physical space required Less time on user issues and fixes Lack of in-house expertise Better manage budgets/expenses Monthly expenses more predictable Employees to grow/take on more Improve employee satisfaction 0% 10% 20% 30% 40% 50% 60% 70% 80% 4

5 THE OVERALL KRONOS IN THE CLOUD EXPERIENCE Overall satisfaction Kronos was ranked remarkably well for customer satisfaction, with an impressive 92 percent overall positive rating meaning most customers selected a 6 or higher when asked about their overall satisfaction with their Kronos in the cloud solution. Further, 73 percent of all Kronos cloud customers rated Kronos an 8 or higher, indicating very high levels of overall satisfaction. Results show that benefits categorized as operational carry the most weight, and together explain 50 percent of customers overall satisfaction ratings. FIGURE 2: Overall Satisfaction 0 5 Kronos was ranked remarkably well for customer satisfaction, with an impressive 92% overall positive rating % Overall Satisfaction Likely to recommend In addition to the exceptionally high overall satisfaction rate, most customers are also likely to be advocates for Workforce Central in the cloud. Ninety percent of respondents chose a ranking of 6 or higher when asked how likely they are to recommend Kronos to others. Further, 69 percent of customers selected an 8, 9, or 10. FIGURE 3: Likely to Recommend 90% of respondents chose a ranking of 6 or higher when asked how likely they are to recommend Kronos to others % Overall Positive Toward Recommending 5

6 Positive ratings for data security and maintenance impact Customers also highly rated their satisfaction with Kronos on two relationship areas. Eight in 10 say they are confident their data is secure and report that routine maintenance has no negative impacts on their day-to-day operations. Similarly, most cloud customers report that they are happy with the consistency of services and proactive communication from the Kronos team. FIGURE 4: Key Relationship Attributes Confident data is secure Eight in 10 say they are confident their data is secure and report that routine maintenance has no negative impacts on their day-to-day operations. No negative impacts of maintenance Consistency of services Proactive communications Services meet my requirements Responsive to inquiries Deployment process Data is easy to access/integrate 0% 20% 40% 60% 80% 100% Results show that Kronos received its highest satisfaction scores on the benefits that are most desirable to customers. Meeting expectations in areas of key importance Respondents were asked to rate how effectively Kronos in the cloud is meeting their expectations. Insight from the analyses points to one critical conclusion: The desired benefits customers hope to achieve once deployed in the cloud are also the same areas where Kronos is performing at the highest level. Results show that Kronos received its highest satisfaction scores on the benefits that are most desirable to customers. The ability of Kronos to perform best on customers most critical needs largely explains the high overall satisfaction scores for Kronos in the cloud. 6

7 The chart below shows that four of the five key drivers for overall cloud satisfaction are also the operational benefits rated highest for Kronos cloud by customers. In sum, customers are happy with their cloud experience because Kronos is satisfying their most important needs and desired benefits. FIGURE 5: Top Operational Needs Reflect Key Cloud Satisfaction Drivers Top Operational Reasons for Adopting Kronos Cloud Key Satisfaction Drivers Upgrading and staying current is easier Kronos to resolve hosting issues quickly Data backup and protection Kronos expertise Less time on mundane tasks Improve reliability and uptime Improve business continuity More with fewer resources Improve scalability and flexibility Applications up and running faster 50% 60% 70% 80% Upgrading and staying current is easier Data backup and protection Improve reliability and uptime Kronos to resolve hosting issues quickly Kronos expertise Less time on mundane tasks Applications up and running faster Less physical space required Improve compliance Lack of in-house expertise 50% 60% 70% 80% BOSTON RESEARCH GROUP Since 1989, Boston Research Group has been providing customer market research services to clients in the technology, financial services, insurance, and healthcare industries. Boston Research Group conducts a full range of research programs from market segmentation to pricing to customer satisfaction to tracking with target audiences around the globe. As a full-service market research organization, Boston Research Group prides itself on providing clients with the highest-quality market intelligence. 7

8 LEARN MORE How can your organization benefit from moving your Workforce Central solution to the Kronos cloud? We can help you stay current on the latest software versions, ensure your data is secure, and offer guidance to achieve maximum solution performance. Kronos takes care of your system, so you can concentrate on growing your business. From day one, you ll enjoy: Unsurpassed solution expertise and operational support for seamless issue resolution and improved reliability and uptime Fast access to the latest solution upgrades and workforce management tools for higher productivity and labor cost savings For more information on Kronos in the Cloud, please visit Kronos Incorporated. Kronos and the Kronos logo are registered trademarks and Workforce Innovation That Works is a trademark of Kronos Incorporated or a related company. For a full list of Kronos trademarks, please visit the trademarks page at All other trademarks, if any, are property of their respective owners. All specifications are subject to change. All rights reserved. SV0245-USv1