Information for Employers
Information Requested For ROI of Certification Analysis
Welcome to your “ROI of Certification” analysis! The following data will help discover areas in your operations where ROI can be realized from investment in any CompTIA certification. The analysis looks at the impact of moving an IT organization from having a low percentage (0% - 25%) of employees with this certification to a having a high percentage (95%-100%) certified. CompTIA research has found that certification potentially impacts company financial performance in four areas: IT staff efficiency, IT staff retention, customer satisfaction, and system downtime.We recommend reviewing this research by accessing the white paper, "Measuring The Value of IT Training & CompTIA Certification."
The results of the ROI opportunity analysis will be structured so that it supports your decision process, ensuring that proposed training and certification solutions focus on your critical business needs and deliver financial benefits.
| Benefit Category | Key Data Points Required |
IT Staff Savings CompTIA research has found that high-certification help desks and network management teams are able to serve the same sized user populations with fewer staff than in low-certification environments. Furthermore, high certification environments have been found to have significantly lower employee turnover. |
Staff Requirements • Number of employees in this position (#) • Average fully loaded annual cost per employee in this position ($) • Percent decrease in position staff requirements after certification (%) • Percent increase in annual cost per employee due to certification (%) |
| Staff Retention • What is your current IT staff turnover per year? (%) • Average turnover among certified staff (%) • What is your hiring cost per employee? ($) |
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| Outside Consultants / Outsourcing • Current annual costs for outside consultants • Annual outside consultant fees in high-certification environment |
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Customer Satisfaction CompTIA research has found that certified IT staff are able to resolve trouble tickets and complete service calls more efficiently than uncertified staff. This typically translates into higher customer satisfaction. If your technical organization serves external customers, then increasing customer satisfaction and retention has a quantifiable economic value in terms of profits. If you serve only internal clients then customer satisfaction, while vitally important, may not have a quantifyable economic value, in which case it should not be included in the analysis. |
Customer/Client Base • How many customers/clients does your company have? (#) • What is the annual profit per customer/client? ($/year) • What percent of them request technical support per year? (%) |
| Customer Satisfaction (Currently) • % of customers/clients satisfied with technical support (%) • % of customers/clients indifferent about technical support (%) • % of customers/clients dissatisfied with technical support (%) |
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| Customer Defection rates • % of those satisfied with technical support who defect (%) • % of those indifferent about technical support who defect (%) • % of those dissatisfied with technical support who defect (%) |
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Downtime CompTIA research has shown that high-certification environments experience higher levels of uptime. This can translate into increased productivity, and when the user population includes salespeople it can also translate into increased sales. To include an estimate of these benefits in the ROI analysis, check the box below, then click on the "Benefit - Cust Sat" tab that appears. |
If your organization has more than one type of site, with different reliability levels and downtime costs, then data will be needed for each type of site. E.g. headquarters sites and branch office sites. Uptime |
| Lost Productivity • Total number of employees at Headquarter Sites • Percent of employees impacted by downtime event (%) • Percent of productivity lost during downtime event (%) • Average fully loaded annual cost per employee ($) |
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| Lost Sales • Number of sales employees at Headquarter Sites • Average annual sales per employee ($) • Gross margin on sales generated (%) • Percent of sales force impacted by downtime (%) • Percent of sales productivity lost during downtime event (%) |
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