• Skip to main content
  • Skip to secondary menu
  • Skip to primary sidebar
  • Skip to secondary sidebar
  • Skip to footer

  • Opinion
  • Health IT
    • Behavioral Health
    • Care Coordination
    • EMR/EHR
    • Interoperability
    • Patient Engagement
    • Population Health Management
    • Revenue Cycle Management
    • Social Determinants of Health
  • Digital Health
    • AI
    • Blockchain
    • Precision Medicine
    • Telehealth
    • Wearables
  • Startups
  • M&A
  • Value-based Care
    • Accountable Care (ACOs)
    • Medicare Advantage
  • Life Sciences
  • Research

Allscripts, Cerner Named Most Loyal EHR Vendors by Hospitals, Physicians

by Fred Pennic 02/15/2016 Leave a Comment

  • LinkedIn
  • Twitter
  • Facebook
  • Email
  • Print

As the EHR replacements, provider consolidations and meaningful use uncertainties come to resolutions this year, the client loyalty spectrum discernably ranges from those hospitals with high EHR and HIT satisfaction, clinician usability and business analytics, to other hospitals unmistakably stuck with systems nominally operative, trapped with vendors due to huge capital investments, and in deep debt. 

This week, Black Book Rankings unveiled its HIT Loyalty Index,  a framework for measuring loyalty and assessing the stability of a vendor’s customer base. The Black Book Loyalty Index is a versatile approach, providing physicians and hospitals with a practical means to leverage the voice of the customer for improved business performance. 2,577 hospital users provided feedback on their intentions to renew current contracts, purchase additional products and services such as HIE, population health tools and revenue cycle management, and the propensity for the client to recommend their inpatient EHR/HIT vendor to peer hospitals.

Key Findings

The report finds hospitals and medical centers over 250 beds ranked Allscripts #1 in client satisfaction for a third year, after displacing Epic Systems, which had maintained the top client bestowed honors for the previous three consecutive years in the academic teaching facility and large hospital category. Clinical users prefer the Allscripts functionality highest in major medical centers.

Cerner retained its 6 year top spot for Community Hospitals ranging from 101 to 250 beds. Cerner also scored highest in nursing user satisfaction in the 2014 and 2015 Black Book polls including over 15,000 hospital nurses regardless of bed size they were currently employed. Hospital corporations, groups and chains, a category ranked only by CIOs and IT managers, selected Cerner as the #1 best EHR for hospital systems.

Overall, loyalty to inpatient EHR/HIT vendors declined 8% from 81% committed clients to 75%. Roughly a quarter of all hospitals currently feel their loyalty to their vendor is based on administrative directives due to high capital investments than on actual satisfaction, usability or product suites available within the brand family.

Black Book Loyalty Index Overview

The Black Book Loyalty Index takes a statistically validated approach to the theory of customer loyalty to create a pragmatic solution to understanding the two dimensions of customer loyalty: customer behavior and the perceptions and attitudes that support these behaviors. The motivation in creating a Loyalty Index was an early recognition by Black Book that the conventional metrics of customer affinity, namely satisfaction, repurchase intent, and client recommendations, were in isolation, insufficient metrics to full understand the complexities of EHR customer behavior and underlying motivating forces.

The Black Book Loyalty Index is structured so the two axes represent two aspects of loyalty – attitude and behavior. This forms four quadrants that are defined as follows:

– Highly Loyal – These HER/HIT customers have every intention of continuing the business relationship and have a positive attitude toward the EHR vendor. They are likely to increase spending in other brand product and services lines, and recommend the EHR to others.

Reachable – These EHR clients have a good attitude about working with the EHR company but do not plan on enhancing their relations. An odd combination, this is a small percentage of clients and indicates something has changed with the hospital or physician group’s business strategy, changing vendors after an acquisition (as dictated by the acquiring hospital or organization), product offerings, or are discontinuing the services or products you purchased. They still speak highly of your firm and provide recommendations to others but aren’t purchasing more.

Locked or “Trapped” – These customers show every intention of continuing business with the EHR but they are not satisfied or happy with some important aspect of the relationship. They feel trapped in the relationship, many times because of large capital expenditures already made, contractual obligations, or regional dictates which make doing business with this EHR imperative for interoperability or ACO development. This is common with hospitals locked into long term agreements making it too hard to switch EHRs. Typically, trapped clients find a better option and are not likely to continue long term business with the IT vendor on other product/service lines.

High Risk – These customers are seeking or entertaining other vendor options. They do not intend to return and have a bad attitude about the relationship, products, service, broken promises or undelivered obligations. These customers and will speak poorly of you in the HIT marketplace.

  • LinkedIn
  • Twitter
  • Facebook
  • Email
  • Print

Tagged With: Black Book Rankings

Tap Native

Get in-depth healthcare technology analysis and commentary delivered straight to your email weekly

Reader Interactions

Primary Sidebar

Subscribe to HIT Consultant

Latest insightful articles delivered straight to your inbox weekly.

Submit a Tip or Pitch

Featured Insights

 Selecting the Right EMR: A Practical Guide to Streamlining Your Practice and Enhancing Patient Care

Selecting the Right EMR: A Practical Guide to Streamlining Your Practice and Enhancing Patient Care

Featured Interview

Virta Health CEO: GLP-1s Didn’t Kill Weight Watchers, Its Broken Model Did

Most-Read

White House Event Unveils CMS Health Tech Ecosystem Initiative

White House Event Unveils CMS Health Tech Ecosystem Initiative

Digital Health Faces Q2'25 Pullback: Funding Falls to 5-Year Low, But AI Dominates and $1B+ IPOs Emerge

Healthcare Investment Shifts in 1H 2025: AI Remains a Bright Spot Amidst Fundraising Decline

Digital Health Faces Q2'25 Pullback: Funding Falls to 5-Year Low

Digital Health Faces Q2’25 Pullback: Funding Falls to 5-Year Low

Beyond the Hype: Building AI Systems in Healthcare Where Hallucinations Are Not an Option

Beyond the Hype: Building AI Systems in Healthcare Where Hallucinations Are Not an Option

Health IT Sector Navigates Policy Turbulence with Resilient M&A

Health IT’s New Chapter: IPOs Return, Resilient M&A, Valuations Rise in 1H 2025

PwC Report: US Medical Cost Trend to Remain Elevated at 8.5% in 2026

PwC Report: US Medical Cost Trend to Remain Elevated at 8.5% in 2026

Philips Launches ECG AI Marketplace, Partnering with Anumana to Enhance Cardiac Care with AI-Powered Diagnostics

Philips Launches ECG AI Marketplace, Partnering with Anumana to Enhance Cardiac Care with AI-Powered Diagnostics

WeightWatchers Emerges from Bankruptcy, Launches New Menopause Program

WeightWatchers Emerges from Bankruptcy, Launches New Menopause Program

CMS Finalizes New Interoperability and Prior Authorization Rule

CMS Proposes 2026 Physician Fee Schedule Rule: Boosting Primary Care, Cutting Waste, and Modernizing Payments

Beyond SaaS: How Agent as a Service is Transforming Healthcare Automation

Beyond SaaS: How Agent as a Service is Transforming Healthcare Automation

Secondary Sidebar

Footer

Company

  • About Us
  • Advertise with Us
  • Reprints and Permissions
  • Submit An Op-Ed
  • Contact
  • Subscribe

Editorial Coverage

  • Opinion
  • Health IT
    • Care Coordination
    • EMR/EHR
    • Interoperability
    • Population Health Management
    • Revenue Cycle Management
  • Digital Health
    • Artificial Intelligence
    • Blockchain Tech
    • Precision Medicine
    • Telehealth
    • Wearables
  • Startups
  • Value-Based Care
    • Accountable Care
    • Medicare Advantage

Connect

Subscribe to HIT Consultant Media

Latest insightful articles delivered straight to your inbox weekly

Copyright © 2025. HIT Consultant Media. All Rights Reserved. Privacy Policy |