KLAS Confidential © 2012 KLAS Enterprises, LLC, All rights reserved 1

KLAS Performance Insight

KLAS Confidential © 2012 KLAS Enterprises, LLC, All rights reserved 2

The Fingerprint of Success2011 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.

KLAS Confidential © 2012 KLAS Enterprises, LLC, All rights reserved 3

Overall SatisfactionSome 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have completely slingshot past the capabilities, so instead of being afraid of the system, people complain that it is out-of-date.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 I consider PowerChart to be tremendously out-of-date compared with the state of information technology today.

KLAS Confidential © 2012 KLAS Enterprises, LLC, All rights reserved 4

KLAS Correlation Fingerprint2011 KLAS White Paper | The Fingerprint of Success

Cu

sto

mer

Rati

ng

s

Average Importance (Correlation)

  Score

Supports Integration Goals 7.7Quality of Phone/Web Support 7.7Delivery of New Technology 7.7Likely to Recommend 7.6Forecasted Overall Satisfaction 7.5Quality of Training 7.5Overall Communication 7.4Overall Product Quality 7.4Ease of Use 7.4Product Response Time 7.4Money's Worth 7.4Proactive Service 7.4Product Works as Promoted 7.4Lives up to Expectations 7.3Overall Satisfaction 7.2Implementation on Time 7.2Executive Involvement 7.1Contracting Experience 7.0Quality of Implementation 6.9

KLAS Confidential © 2012 KLAS Enterprises, LLC, All rights reserved 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