In the healthcare IT industry, excellence isn’t just about reaching the top; it’s about staying there. To see who consistently delivers strong client satisfaction over a long period of time, KLAS recently published the Consistent High Performers report, a new annual report recognizing vendors and services firms that maintain high client satisfaction on a three-year rolling basis for a specific offering. This inaugural report—intended to complement Best in KLAS—identifies the 2025 consistent high performers and how they are collectively rated across KLAS’ customer experience pillars.
The report also draws from surveys administered to consistent high performers, who shared similar best practices for maintaining client satisfaction. The findings highlight a truth we’ve seen across years of research: consistency isn’t flashy. Instead, it is built on fundamentals—strong relationships, a customer-centric culture, and operational reliability.
Why Consistency Matters More Than Ever
The healthcare IT market is more complex, competitive, and fast-moving than ever. Delivering great results for one year is an achievement, but maintaining that level of delivery across three years or more takes deliberate discipline. That is why we developed a three-year rolling window to identify organizations that have consistently maintained top-tier satisfaction scores from their customers.
By highlighting these high-performing software vendors and services firms, we are not only recognizing excellence—we are helping healthcare organizations identify partners who have proven they can perform over time. Additionally, for other vendors and services firms, the report is meant to serve as a playbook for long-term success.
Doing the Basics Exceptionally Well
When we surveyed consistent high performers about their best practices, their answers didn’t center around cutting-edge innovation or multimillion-dollar initiatives. Instead, they spoke to the fundamentals, like meeting commitments, supporting customers through challenges, and nurturing relationships built on trust. Consistent high performers don’t just innovate for innovation’s sake; they innovate with customers, using feedback loops and partnership programs to guide their product and service evolution.
These companies prove that doing the basics with excellence—communication, training, follow-up, accountability, etc.—is often the most powerful differentiator.
Listening, Learning, and Evolving Together
Nearly all consistent high performers have a structured voice-of-customer approach that keeps clients at the center of every decision. Whether through user groups, one-on-one meetings, or continuous improvement programs, these feedback loops create the foundation for proactive service and innovation.
Many also emphasize co-innovation—collaborating directly with customers to define success metrics, align KPIs, and measure outcomes. The majority provide ROI dashboards, business reviews, and analytics that help clients see tangible value from their investments.
This culture of shared accountability doesn’t just keep solutions relevant; it builds long-term customer loyalty. In fact, among consistent high performers, 98%+ of clients say they would buy again or re-engage.
Staying Ahead by Aligning with Customer Needs
In a rapidly evolving healthcare landscape, staying ahead means actively collaborating with customers. Consistent high performers monitor adoption trends, align training to real-world workflows, and engage in regular client health checks to spot potential issues early.
These organizations also invest in customer success management programs that ensure clients have dedicated advocates and cross-functional support teams. Their account managers, executive sponsors, and service teams work together to understand not only what customers need today but also what they will need down the road.
Behind every consistent performer is a consistent team. These high-performing vendors and services firms attract and retain talent through mission-driven cultures, transparent leadership, and clear career-growth paths, ensuring their people stay committed to their clients.
Looking Forward
We plan to continue this report annually because excellence in healthcare IT should be not only recognized but also sustained. As this research evolves, we will keep expanding the playbook to reflect new lessons from consistent high performers.
Ultimately, consistent high performance isn’t about perfection. It is about progress, partnership, and purpose—qualities that elevate healthcare as a whole.
To explore the full findings and see which vendors and services firms were recognized by KLAS as consistent high performers, read the report.
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