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Oracle Survey Finds Fluctuations in Satisfaction

January 17, 2008

UK Oracle (News - Alert) User Group (UKOUG), an independent not for profit membership organization created to support Oracle stakeholders, has recently completed a customer survey. While the survey discovered valuable information, the overall feeling was certainly positive.

According to the findings of the survey, 44 percent of respondents were ‘very happy’ with Oracle University, which represented a 16 percent increase over 2006. More than half, or 54 percent, of Oracle Consulting customers reported that they were ‘happy’ with their overall experience and 76 percent would recommend their services to other organizations.

Overall satisfaction with the Oracle Corporation has increased by 7 percent in 2007, indicating that the company has implemented an effective strategy as far as customers are concerned.

The satisfaction in PeopleSoft and JD Edwards increased following the results of the 2006 survey. As a direct result of this survey, Oracle has been working with UK Oracle User Group to increase satisfaction which has been achieved through particular metrics.

Satisfaction appeared to be rather lacking in terms of Oracle Support as one in five users were ‘unhappy’ with an element of Oracle Support. The need for localized support was raised by an additional 7 percent in 2007.

Global support desks experienced an increase in dissatisfaction by more than double from 7 percent to 17 percent. In addition, 14 percent of people using an Oracle Account Team indicated that they were ‘unhappy’ with it, a 4 percent increase from 2006.

Ronan Miles, chairman of the UK Oracle User Group commented in a company statement, “The annual UK Oracle User Group survey gauges the opinions and perceptions held by Oracle customers in the UK. We are delighted that over 600 UK customers have responded to the survey and we are pleased to see that overall levels of customer satisfaction with Oracle are increasing.”

“Of particular note is the positive response by the PeopleSoft and JD Edwards communities to the efforts Oracle has made during the year following last years survey. Our communities are dedicated to assisting Oracle succeed for our shared success and we look forward to helping Oracle address the new challenges the survey raised,” Miles added.  

Oracle is used by organizations throughout the world to help streamline processes and better manage their customer information. Their integration with call and contact centers enables these organizations to capture valuable information that can be plugged back into the enterprise to better deliver services and products to the customer base.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
 
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