Skilljar's 2024 Customer Education Trends Research Survey

Question Title

* 2. What industry is your company in?

Manufacturing

Technology/SaaS

Healthcare

Education

Finance & Banking

Retail

Professional Services

Government

Other (please specify)

Question Title

* 3. How many employees does your company have?

1-10

11-50

51-200

201-500

501-1,000

1,001-5,000

More than 5,000

Question Title

* 4. What is your company’s annual revenue?

Less than $1M

$1.1-10M

$11.1-50M

$51.1-100M

$101.1-500M

$501.1M-$1B

More than $1B

Not sure

Question Title

* 5. Where is your company headquartered?

North America

Europe

Asia-Pacific

Latin America

Middle East & Africa

Question Title

* 6. What is your job level?

Executive (C-Suite, President)

Senior Management (VP, Director, Head of)

Manager (you have direct reports)

Individual Contributor

Question Title

* 7. What is your job title?

Question Title

* 8. Have you been promoted in the past two years?

Yes

Question Title

* 9. Do you expect your Customer Education budget to increase next year, if so, how much?

No, I expect it to stay flat

Yes, 1-10%

Yes, 11-20%

Yes, 21-50%

Yes, more than 50%

Question Title

* 10. Where does your Customer Education team currently sit in your organization?

We have our own Customer Education Department

Customer Success/Digital Customer Experience

Customer Support

Product Education

Customer Enablement

Professional Services

Product/Engineering

Marketing

HR Internal Learning and Development

Other (please specify)

Question Title

* 11. How many people are on your Customer Education team?

1 (solo practitioner)

2-5 team members

6-10 team members

11-20 team members

More than 20 team members

Question Title

* 12. How many learners does your Customer Education team serve?

Fewer than 100 learners

101-500 learners

501-1,000 learners

1,001-5,000 learners

5,001-10,000 learners

More than 10,000 learners

Not sure

Question Title

* 13. What initiatives does your Customer Education team own? (select all that apply)

On-demand courses with quizzes or exams

Learning paths

Instructor-led training (virtual or in-person)

Certifications

In-product guides (ex: Intercom, Pendo)

Interactive tutorials, demos, videos (ex: Iorad, Arcade, Clueso)

Micro-learning (video)

Webinars and workshops

Customer communities or user groups

Help Center and Knowledge Base Content

Cohort Learning

Gamification

Other (please specify)

Question Title

* 14. Where do the majority of new course requests come from?

Customer support

Customer success

Product/Engineering

Marketing

C-Suite

Other (please specify)

Question Title

* 15. How many new courses do you estimate your Customer Education team created in 2024?

0-10

11-25

26-50

Over 50

Question Title

* 16. What portion of your courses do you think drove the most impact in 2024?

0-10%

11-20%

21-50%

51-70%

I don't know

Question Title

* 17. Where do you think AI will have the most impact on your Customer Education program?

Accelerating course creation and content updates

Providing personalized learning paths experiences (role-based, industry-based, etc.)

Automating administrative tasks (e.g., scheduling, reporting)

Analyzing customer learning behavior and feedback

Localizing course content

Question Title

* 18. How has AI impacted your productivity?

Positively—1-10% increase in productivity

Positively—11-20+% increase in productivity

Negatively—1-10% decrease in productivity

Negatively—11-20%+ decrease in productivity

None of the above

Question Title

* 19. What is one area you think AI has been 'overhyped' for Customer Education teams?

Question Title

* 20. What is one workflow that AI has helped you with the most?

Question Title

* 21. What is the top goal of your current Customer Education strategy?

Generating new leads for marketing and sales

Onboarding new customers onto the product to reduce time-to-value

Driving customer retention and reducing churn through product adoption

Generating revenue from paid education offerings

Reducing support ticket volume through proactive education

Training internal teams on the product

Training partners on the product

Question Title

* 22. Rank the top challenges your team is facing, from most challenging to least.

Question Title

* 23. If you had to pick one business metric your C-Suite cares about most right now, what would it be?

Support ticket deflection

Increased Customer Satisfaction Score (CSAT)

Increased product adoption

Faster time-to-value (TTV) through onboarding

Increased recurring revenue retention (NRR)

Increased net promotor score (NPS)

Other (please specify)

Question Title

* 24. How has the pressure to prove the business impact of Customer Education to the C-Suite changed over the past 2 years?

More pressure

No change

Less pressure

Question Title

* 25. Do you agree with the statement,"I feel confident that my C-Suite knows the full business impact of Customer Education"

Strongly agree

Agree

Neutral

Disagree

Strongly disagree

Question Title

* 26. Which business impact metrics are you currently able to tie to your Customer Education programs? (select all that apply)

Support ticket deflection

Increased Customer Satisfaction Score (CSAT)

Increased product adoption

Faster time-to-value (TTV) through onboarding

Increased recurring revenue retention (NRR)

Increased net promotor score (NPS)

None of the above

Other (please specify)

Question Title

* 27. Which business impact metrics did you make the most positive progress on in 2024?

Support ticket deflection

Increased Customer Satisfaction Score (CSAT)

Increased product adoption

Faster time-to-value (TTV) through onboarding

Increased recurring revenue retention (NRR)

Increased net promotor score (NPS)

Other (please specify)

None of the above

Question Title

* 28. Do you have a definition for a trained v. untrained customer? (ex: number of course completions, etc.)

Yes

We’re working on it

If you have a definition, what is it?

Question Title

* 29. Do you integrate your Learning Management System (LMS) to your Customer Relationship Management (CRM) or Business Intelligence (BI) tools?

Yes

I don't have an LMS

Question Title

* 30. Do you have a strategy to monetize your Customer Education offerings?

Yes, we charge for some or all courses or certifications

No, but we are exploring monetization

No, all training is free

Other (please specify)

Question Title

* 31. If you charge for training, which pricing models do you use?

Subscription packages with à la carte options

Per seat/person

Bundles

Built into our customer success service fee

We don't monetize

Skilljar's 2024 Customer Education Trends Research

Question Title

* 1. Are you a current Skilljar customer?

Question Title

* 2. What industry is your company in?

Question Title

* 3. How many employees does your company have?

Question Title

* 4. What is your company’s annual revenue?

Question Title

* 5. Where is your company headquartered?

Question Title

* 6. What is your job level?

Question Title

* 7. What is your job title?

Question Title

* 8. Have you been promoted in the past two years?

Question Title

* 9. Do you expect your Customer Education budget to increase next year, if so, how much?

Question Title

* 10. Where does your Customer Education team currently sit in your organization?

Question Title

* 11. How many people are on your Customer Education team?

Question Title

* 12. How many learners does your Customer Education team serve?

Question Title

* 13. What initiatives does your Customer Education team own? (select all that apply)

Question Title

* 14. Where do the majority of new course requests come from?

Question Title

* 15. How many new courses do you estimate your Customer Education team created in 2024?

Question Title

* 16. What portion of your courses do you think drove the most impact in 2024?

Question Title

* 17. Where do you think AI will have the most impact on your Customer Education program?

Question Title

* 18. How has AI impacted your productivity?

Question Title

* 19. What is one area you think AI has been 'overhyped' for Customer Education teams?

Question Title

* 20. What is one workflow that AI has helped you with the most?

Question Title

* 21. What is the top goal of your current Customer Education strategy?

Question Title

* 22. Rank the top challenges your team is facing, from most challenging to least.

Question Title

* 23. If you had to pick one business metric your C-Suite cares about most right now, what would it be?

Question Title

* 24. How has the pressure to prove the business impact of Customer Education to the C-Suite changed over the past 2 years?

Question Title

* 25. Do you agree with the statement,"I feel confident that my C-Suite knows the full business impact of Customer Education"

Question Title

* 26. Which business impact metrics are you currently able to tie to your Customer Education programs? (select all that apply)

Question Title

* 27. Which business impact metrics did you make the most positive progress on in 2024?

Question Title

* 28. Do you have a definition for a trained v. untrained customer? (ex: number of course completions, etc.)

Question Title

* 29. Do you integrate your Learning Management System (LMS) to your Customer Relationship Management (CRM) or Business Intelligence (BI) tools?

Question Title

* 30. Do you have a strategy to monetize your Customer Education offerings?

Question Title

* 31. If you charge for training, which pricing models do you use?

Question Title

* 32. If you had to pick one prediction for the future of Customer Education in the coming year, what would it be?

Question Title

* 33. Interested in providing direct quotes for the report? Drop your email here!

Question Title

* 34. Want to get early access to the report? Drop your email here!