REDWOOD SHORES, Calif., Dec. 18 /PRNewswire-FirstCall/ -- Upon completion of its latest survey of customers, Oracle today announced that satisfaction levels from companies relying on JD Edwards, Oracle(R) E-Business Suite, PeopleSoft and Siebel applications continue to accelerate. The results show that on average, customer satisfaction has increased by 16 percent over the past 12 months, and that 98 percent of Oracle Applications customers plan to use, expand or upgrade their current implementations.
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Common reasons cited by customers for the high-level of satisfaction include breadth of product portfolio, product innovation and world-class support. Customer satisfaction is also being driven by "Applications Unlimited," Oracle's long-term plans to provide continued enhancements to current Oracle Applications beyond the delivery of Oracle Fusion Applications in 2008.
Collaboration with Customers
Oracle works closely with users to help ensure that current and future products and services address the needs of customers of all sizes, across all industries. Oracle systematically captures customer feedback through surveys, user groups, executive councils, end-user customer advisory boards, and focus groups. This information is used to drive ongoing process improvement initiatives aimed at providing Oracle customers a superior ownership experience. The initiatives managed under Oracle's Superior Ownership Experience program establish development priorities for both products and services.
Oracle is able to continuously build customer requirements and preferences into nearly every aspect of its business through close collaboration with customers. One example of this collaboration is with Oracle's independent user group community.
"JD Edwards and PeopleSoft customers were understandably anxious about the impact of the Oracle acquisition," said Dave Richards, Chairman of Quest International Users Group. "We have been pleased to see Oracle make every effort to ensure a positive customer experience, and our feedback indicates that satisfaction levels of PeopleSoft Enterprise, JD Edwards EnterpriseOne and JD Edwards World customers remain consistently high."
Continued Product Innovation
Oracle has amassed a wide product portfolio, and offers its customer base a range of products serving both horizontal and industry-specific needs. Additionally, with "Applications Unlimited" Oracle announced plans to enhance JD Edwards, Oracle, PeopleSoft and Siebel applications on an on-going basis. Additionally, with this strategy, Oracle is providing more visibility into product roadmaps, and helping customers derive continual success from their current applications by delivering dedicated, world-class development and support for years to come.
"We were pleased by how Oracle engaged QUALCOMM as an acquired customer and made significant efforts to include us in their planning discussions," said QUALCOMM Senior Vice President and Chief Information Officer Norm Fjeldheim. "Working with Oracle and the CIO Council, we have access to Oracle executives and have the opportunity to influence future product direction."
Oracle Support Services Key to Satisfied Customers
Oracle Support Services, which have received global certification from JD Powers Certification for providing superior customer service, continues to be a critical component of Oracle customer satisfaction. Oracle support helps customers reduce the time, effort and cost of operating Oracle systems. Oracle's Lifetime Support Policy, which provides access to technical support experts for the duration of the product licenses, has been well-received by customers and is cited as one of the drivers behind Oracle's high satisfaction ratings.
"Oracle has demonstrated outstanding commitment to providing world-class support of the Siebel product. We have been particularly satisfied with Oracle's proactive and strong service and outstanding communications throughout the transition," said Pearl Companies CIO Lori Johnson. "Our company is planning to continue to expand our use of Siebel as we grow, and we are very interested in Oracle's future plans to incorporate and enhance the product as part of their strategic vision."
About Oracle Applications
Oracle Applications, including the Oracle E-Business Suite, PeopleSoft Enterprise, JD Edwards EnterpriseOne, JD Edwards World and Siebel, enable information-driven business processes that connect and automate an organization Developed to deliver business insight, adaptive industry processes and a superior ownership experience, Oracle Applications enable efficient management of all core business functions, such as customer interactions, financial management, human resources and supply chain management.
About Oracle
Oracle is the world's largest enterprise software company. For more information about Oracle, visit our Web site at http://www.oracle.com/ .
Trademarks
Oracle, JD Edwards, PeopleSoft and Siebel are registered trademarks of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners.
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