We surveyed customer and partner education teams on trends in budgets, training formats, monetization strategies, completion rates, team organization, and more to compile our 2022 Customer Education Benchmarks and Trends Report.

This rich and detailed report (over 70 pages!) shares insights that will help you drive your program to continued success. Download the report to see how you stack up, discover new trends in the industry, and use this data to inform your future strategy.

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Key Insights

Tying education to business outcomes

41% of respondents are tracking the top customer usage, revenue, and CSAT metrics. For those not tracking these success metrics, most noted that they would like to. Skilljar customers that track training metrics are able to drive adoption, scale resources, and grow revenue.

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Top customer education metrics used

Customer education budget trends show upward movement

Increasing training budgets

75% of respondents with budget insights secured a budget increase for 2022. Companies that are able to measure the success and impact of their programs are able to make the case for increased training budgets.

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Virtual Instructor-Led Training (VILT) programs continue to grow

Skilljar Benchmark data indicates substantial growth in VILT events, over a 5x increase, as a result of remote work and reduced travel. Prioritizing VILT experiences will continue to be important for education and training.

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Virtual Instructor-Led Training programs grew by 5x from 2020 to 2022

About Skilljar

Skilljar, the recognized leader in software that powers customer and partner training, educates, engages, and retains everyone you do business with to build a healthier, more profitable company and strengthen the power of your brand.

We believe the most successful businesses are those that have the most customers successfully using their products. Skilljar is the leading external LMS because it is purpose-built for external audiences. Our powerful software integrates with all the tools you care about, and we are obsessed with making our customers successful. Businesses who are committed to customer success choose Skilljar.

Why we conducted this survey

We are the leader in customer and partner training software. While it may seem obvious, we’ve found again and again that trained customers are your best customers. We believe that customer-centric companies must embrace education as a strategy to drive better business outcomes. Our goal is to continue support the advancement and further evolution of the customer education category. This benchmark report highlights the amazing work and achievements of the countless professionals dedicated to helping their customers and partners be more successful.

Additional Findings

Certifications and badging

Most companies pair customer education with certifications
Offering a certificate is the most popular form of certification (58%), followed by formal (non-proctored) certifications (21%). Certifications help drive product adoption and boost industry/brand recognition for your organization.

Monetizing content

Customer education monetization usage
While many organizations are moving to monetize the valuable content they’ve created, others are shifting back to free content and using training for demand generation purposes as compared to 2020.

Monetizing future content

Customer education monetization planning for the future
Of those companies not currently charging for training, 61% indicated they are planning to do so in the future. This represents a changing tide compared to 2020, when more than 60% of respondents who did not charge for training indicated they had no plans to do so in the future.

LMS integrations

Increased levels of system integrations with customer training LMS to drive bigger impacts
Integrations are growing in importance. From the respondents in our 2020 Benchmark Survey and our 2022 Benchmark Survey, we saw a four-fold increase in the percentage of companies with five or more LMS integrations.

Training formats

Customer training formats with increased focus for growth
Video is the #1 increase in investment companies are making next year. Videos engage your learners with more complex themes and facilitate further engagement with other content.

Engagement tactics

Most desired strategies to engage learners in customer education
Certifications continue to be the most-used education program strategy. Certifications drive value for the learner and provide them with advanced product knowledge, and official credentials, and serve as a reason to complete more training.

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Additional Resources