2004 worldwide survey of hp customers
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2004 Worldwide Survey of HP Customers. Country Report: Germany (please use this in conjunction with the worldwide report). Germany – Report Contents. Section 1: Survey Respondent Demographics Section 2: Relationship Trending Section 3: Trusted Partner and Customer Loyalty - PowerPoint PPT PresentationTRANSCRIPT
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2004 Worldwide Survey of HP Customers 1
2004 Worldwide Survey of HP Customers
Country Report: Germany(please use this in conjunction with the worldwide report)
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2004 Worldwide Survey of HP Customers 2
Germany – Report Contents
Section 1: Survey Respondent Demographics Section 2: Relationship Trending Section 3: Trusted Partner and Customer LoyaltySection 4: Total Customer Experience Section 5: HP Servers and Storage: SalesSection 6: HP Servers and Storage: Order FulfillmentSection 7: HP Servers and Storage: Hardware and
SoftwareSection 8: HP Servers and Storage: Support Section 9: PSG Products: Satisfaction AnalysisSection 10: Competitive findings
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2004 Worldwide Survey of HP Customers 3
Demographics
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2004 Worldwide Survey of HP Customers 4
Company Size Germany(number of employees)
250-4996%
100-24910%
<10047%
500-9996%
5,000-9,9993%
1,000-4,99915%
10,000 - 49,9998% > 50,000
5%
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2004 Worldwide Survey of HP Customers 5
Platform Usage (Germany)
0%
10%
20%
30%
40%
50%
60%
Deskto
ps
Noteb
ooks
Handh
elds
Wind
ows S
erve
rs
HP Stor
age
HP-UX
Linux
OpenV
iew
OpenV
MS
Tru64
UNIX
NonStop
Serv
ers
MPE
Perc
en
tage o
f R
esp
on
den
ts
502 Total Responses from Germany in 2004
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2004 Worldwide Survey of HP Customers 6
Business Types(Germany)
Small / Medium Business
42%
Enterprise21%
Partner37%
77% of HP worldwide Corporateaccounts are
represented inthe survey (51% in 2003)
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2004 Worldwide Survey of HP Customers 7
Primary Job Function (Germany)
Executive17%
Other10%
Management24%
Technical41%
Sales/Marketing8%
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2004 Worldwide Survey of HP Customers 8
Relationship with HP
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2004 Worldwide Survey of HP Customers 9
Overall Relationship with HP is “Good”
30
40
50
60
70
80
90
100
United States Germany Canada Mexico UnitedKingdom
Perc
enta
ge o
f R
espondents
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2004 Worldwide Survey of HP Customers 10
Relationship Trend with HP (Germany)
0%
5%
10%
15%
20%
25%
30%
2000 2001 2002 2003 2004
Per
cen
tage
of
Res
pon
den
ts
Relationship is Getting BetterRelationship is Getting Worse
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2004 Worldwide Survey of HP Customers 12
Trusted Partner
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2004 Worldwide Survey of HP Customers 13
Customers Who Have vs. Want HP as a Trusted Partner (Germany)
24%
60%
14%
36%
19%
41%
23%
45%
11%
29%
0%
10%
20%
30%
40%
50%
60%
70%
Currently Consider HP a TrustedPartner
Want HP as a Trusted Partner
Perc
enta
ge o
f R
espond
ents
20002001200220032004
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2004 Worldwide Survey of HP Customers 14
Total Customer Experience
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2004 Worldwide Survey of HP Customers 15
TCE Attributes
20%
30%
40%
50%
60%
70%
80%
HP understandsbusiness needs
HP consistently keepscommitments
HP willing to go "theextra distance"
HP presentsconsistent/seamless
contact
HP works withpartners and resellers
Per
cen
tage
of
resp
ond
ents
GermanyNorth AmericaLatin AmericaEMEA
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2004 Worldwide Survey of HP Customers 16
TCE Attributes (Germany)
20%
30%
40%
50%
60%
70%
80%
90%
HP understandsbusiness needs
HP consistentlykeeps commitments
HP willing to go"the extra distance"
HP presentsconsistent/seamless
contact
HP works withpartners and
resellers
Per
cen
tage
of
sati
sfie
d r
esp
ond
ents
20002001200220032004
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2004 Worldwide Survey of HP Customers 17
HP Servers and Storage Products
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2004 Worldwide Survey of HP Customers 18
Sales (HP Servers & Storage)
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2004 Worldwide Survey of HP Customers 19
Overall Sales Support Satisfaction (by Platform)
20%
30%
40%
50%
60%
70%
80%
90%
Windows HP-UX
Per
cen
tage
of
resp
ond
ents
GermanyNorth AmericaLatin AmericaEMEA
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2004 Worldwide Survey of HP Customers 20
Total Cost of Ownership (Germany)
10%
20%
30%
40%
50%
60%
HP-UX Storage Windows
Per
cen
tage
of
sati
sfie
d r
esp
ond
ents
2002
2003
2004
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2004 Worldwide Survey of HP Customers 21
Order Fulfillment (HP Servers & Storage)
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2004 Worldwide Survey of HP Customers 22
Understand Quotations by Platform (Germany)
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Windows HP-UX
Per
cen
tage
of
resp
ond
ents
2003
2004
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2004 Worldwide Survey of HP Customers 23
Hardware/Software(HP Servers & Storage)
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2004 Worldwide Survey of HP Customers 24
Satisfaction with HP-UX Hardware/Administration
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
HP-UX HardwareQuality
HP-UX Ease of Install HP-UX Ease of Admin HP-UX Ease of PatchManagement
Per
cent
age
of s
atis
fied
res
pond
ents
Germany 2002Germany 2003Germany 2004Worldwide 2004
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2004 Worldwide Survey of HP Customers 25
Support(HP Servers & Storage)
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2004 Worldwide Survey of HP Customers 26
Satisfaction with HP Hardware/Software Support (Germany)
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
HP-UX Storage Windows
Per
cen
tage
of
sati
sfie
d r
esp
ond
ents
Hardware Support
Software Support
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2004 Worldwide Survey of HP Customers 27
Personal Systems(Desktops, Notebooks and Handhelds)
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2004 Worldwide Survey of HP Customers 28
Desktops/Workstations:Overall Customer Satisfaction
20%
30%
40%
50%
60%
70%
80%
90%
Installation ProductQuality
Ordering Availability Sales SupportQuality
Onlinesupport
TCO
Per
cen
tage
of
sati
sfie
d r
esp
ond
ents
Worldwide
North America
Germany
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2004 Worldwide Survey of HP Customers 29
Notebooks / Laptops / TabletPCs: Overall Customer Satisfaction
20%
30%
40%
50%
60%
70%
80%
90%
Installation ProductQuality
On-timedelivery
Availability Sales Ordering SupportQuality
TCO Onlinesupport
Depotrepair
Per
cent
age
of s
atis
fied
resp
onde
nts
WorldwideNorth AmericaGermany
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2004 Worldwide Survey of HP Customers 30
Handheld/PDAs Satisfaction
20%
30%
40%
50%
60%
70%
80%
90%
ProductQuality
Installation Ordering Sales Onlinesupport
SupportQuality
Depot repair TCO
Per
cent
age
satis
fact
ion
of r
espo
nden
ts
Worldwide
North America
Germany
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2004 Worldwide Survey of HP Customers 31
HP vs. Competition
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2004 Worldwide Survey of HP Customers 32
Vendor You Have the Most Experience With Other than HP (Germany)
28%7%
30%21%
Other Other
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2004 Worldwide Survey of HP Customers 33
HP vs. Dell (Germany)
0%
10%
20%
30%
40%
50%
TechnologyLeadership
Support Quality TCE CustomerCommunications
Easy to doBusiness With
TCO
Per
cent
age
of s
atis
fied
res
pond
ents
HP is Better HP is Worse
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2004 Worldwide Survey of HP Customers 34
HP vs. IBM (Germany)
0%
10%
20%
30%
40%
50%
TechnologyLeadership
TCE Support Quality CustomerCommunications
Understand &Solve Business
Problems
Keeps CustomerCommitments
Per
cen
tage
of
sati
sfie
d r
esp
ond
ents
HP is Better HP is Worse
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2004 Worldwide Survey of HP Customers 35
Competitive Analysis:Quality of Support
14% 17% 13% 7%18% 15%
33% 29%38% 32%
39% 39%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
IBM/03Germany
IBM/04Germany
IBM/04World
Dell/03Germany
Dell/04Germany
Dell/04World
Per
cen
tage
of
resp
ond
ents
HP is BetterHP is the SameHP is Worse
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2004 Worldwide Survey of HP Customers 36
2004 Worldwide Survey of HP Customers
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