The Oracle User group today announced the results of the Oracle UK Customer Satisfaction Survey 2004. The survey, which has received a record number of responses, reveals a growing confidence in the effectiveness of the survey and Oracle's response to it. With such an increase in respondents this growth has been taken into account when examining product usage and overall changes in customer satisfaction.
This year's results show an overall increase in customer satisfaction, a rise of 12% from 2003. Although the number of 'very happy' responses has fallen slightly this has been balanced by a decline in the number of 'unhappy' and 'very unhappy' responses. Indicating that although Oracle has improved its approach to the general customer base some customers may be losing special relationships or unique processes that worked for them in the past.
Key findings show:
-A significant rise in responses from CRM customers, which show an increase in satisfaction on last year, as a result of customer expectations of CRM, and what it can achieve, become clearer.
-ERP confidence continues to improve, confirming it as the most mature of the Applications products. However a small percentage remain 'Unhappy' with the product, as not all customers feel their requirements have yet been addressed.
-Satisfaction with the Oracle database remains high, with a satisfaction level of 99% and no reports of deep dissatisfaction.
-Efforts to simplify installation and set up of the Oracle 9iAS and AS10g have led to increase satisfaction levels, although there is a call to develop these improvements further.
-Although still seen as value for money, general satisfaction levels have fallen with Consulting.
-A sentiment that Oracle is becoming more expensive compared to SQL Server is starting to emerge, with a growing number of responses making reference to MySQL.
-Compared to the overall growth of the survey, satisfaction for Support has not increased. Although overall responses were mostly positive the UKOUG believe this will need investigation.
Ronan Miles, Chairman of UKOUG, "Although we find an increase in survey response annually, this year's rise of 80% has been staggering. This dramatic rise is testament to the fact that users have confidence in the impact of the survey. Oracle is continuing to address the needs of their customers and is improving its service in line with general expectations. As ever, there are still details which can be addressed such as Support, which is still lagging behind in satisfaction, as well as comments from the customer population to absorb. However we are pleased to report overall satisfaction is increasing year on year as products are developed and adapted in line with customer needs."
Alan Hartwell, VP of Marketing for