The survey showed a lower rate of satisfaction with Oracle Support. One in five of those who used it said they were unhappy with an element of the service. There was also a 7% increase in demand for localized support compared to last year. Global support desks were the cause of increased dissatisfaction, with the dissatisfaction rate rising from 7% to 17%.
However, Oracle Web Conference/Direct Connect and Remote Diagnostic Tools were rated highly by those who used them. Of those who use an Oracle Account Team, 14% were unhappy with it, an increase of 4% year on year.
Oracle’s licensing is an issue with the vast majority of users and it appears to be getting worse. Satisfaction with the licensing scheme has fallen since 2005, and only 15% of respondents now say they are happy or very happy with it, which is a 5% decrease since 2006. The proportion of users saying they were unhappy or very unhappy increased to 32%
There was some positive news however. Satisfaction levels among users of PeopleSoft and JD Edwards applications have increased compared to last year. The 2006 survey indicated that PeopleSoft and JD Edwards users were becoming less enamored with Oracle, with falling levels of satisfaction across all aspects of their relationship with Oracle. At the time, UK Oracle User Group chairman Ronan Miles said this indicated that the honeymoon period was over. He also called for Oracle to put more effort into improving its support operation as it applied across the entire product set.
Oracle has responded to the call. Having worked with the user group over the past year, satisfaction levels among PeopleSoft and JD Edwards users are up. The 2007 results show that PeopleTools is the most satisfactory PeopleSoft product with 65% of respondents happy with the product. The proportion of respondents describing themselves as happy with PeopleSoft financials software has increased from 67% in 2005 to 75% in 2007. Similarly, 75% of respondents are happy with PeopleSoft human capital management applications, compared to 70% in 2005.
As far as JD Edwards is concerned, customers were asked how happy they were with the overall functions and features of 15 named modules. The average score of happy was 10% higher than in 2006.
We are pleased to see that overall levels of customer satisfaction with Oracle are increasing, said Miles. 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 year’s 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.
