Oracle raising its game says user group

Customer satisfaction with Oracle products and services has increased significantly during the past year and the recession may be...

Customer satisfaction with Oracle products and services has increased significantly during the past year and the recession may be the reason why, according to a survey from the database giant's UK user group.

An independent survey of members of the UK Oracle User group (UKOUG) has shown significant increases in user satisfaction with the company's Internet application server, development tools and database administrator tools.

Oracle CRM also got the thumbs up with 44.5% of customers saying they were "happy" or "very happy". The survey also showed increased satisfaction with Oracle's Gold support and Premium services offerings.

Ronan Miles, chairman of the UKOUG, said there were two reasons for the results. "First, Oracle has made an investment in customer satisfaction during the last year, which has clearly been good for users.

"Second, the recession is causing people to look more closely at getting value from the systems they have."

Analysts and investors have commented on the fact that Oracle has not yet rolled out a successor to its 9i database and 9i application server, but Miles said, "User familiarity with these products appears to breeding a more profitable use of existing assets."

Improvements in Oracle's education and training offerings were well received by user group members, while satisfaction with Oracle's consulting arm stabilised. Fewer users were very unhappy, but fewer were very happy, the survey found.

While the overall perception of Oracle has improved, said Miles, "the traditional issues are still there. Users want cheaper products they can use more flexibly, with better support".

The full survey will be published at the UKOUG annual conference in Birmingham on 9 December.

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