Oracle users are generally happy with the support services and tools offered by the company, according to the annual survey of the UK Oracle User Group.

The survey, of 550 Oracle end users, released as the user group’s annual conference gets under way in Birmingham today (1 December), shows some improvement in end-user satisfaction levels. However, user group chairman Ronan Miles said there were still some areas where improvement was needed.

Last year’s survey highlighted concerns over the quality of support services and the online support tools on offer. This year’s results showed 86 per cent of Oracle Consulting customers were satisfied with the service, but three in 10 customers still preferred the services provided by other IT suppliers.

Nine in 10 customers were satisfied with Oracle as a software provider, and 96 per cent liked Oracle development tools. Nearly all Oracle e-Business suite and Oracle Supply Chain users were happy with the products. But only one in 10 clients have upgraded to Oracle 11g.

Some 82 per cent of customers of BEA, owned by Oracle, were satisfied with products, and nine in 10 Siebel customers were satisfied.

In general, more than 70 per cent of those surveyed believed Oracle provided a better service than other IT suppliers.

Miles said he was pleased that OUG members “continue to feel their investments in Oracle products and services deliver genuine business value”.

Oracle had worked hard with the OUG to improve the satisfaction of JD Edwards and PeopleSoft customers, he added. “[Oracle’s] support organisation has attended a number of special interest events and has been very pro-active with customers, including the introduction of Quarterly Webcasts available to all OUG members.”

But OUG chairman Ronan Miles said there were several undisclosed areas where the group would work closely with Oracle to improve the situation. “We will put in place a number of initiatives to address any concerns,” he said. The OUG has “regular discussion” with Oracle and has “the ability to feed business concepts back to the Oracle board”, he said.

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