2004 Worldwide Survey of HP Customers

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)


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


Demographics


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%


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


Business Types(Germany)

Small / Medium Business

42%

Enterprise21%

Partner37%

77% of HP worldwide Corporateaccounts are

represented inthe survey (51% in 2003)


Primary Job Function (Germany)

Executive17%

Other10%

Management24%

Technical41%

Sales/Marketing8%


Relationship with HP


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


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


Trusted Partner


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


Total Customer Experience


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


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


HP Servers and Storage Products


Sales (HP Servers & Storage)


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


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


Order Fulfillment (HP Servers & Storage)


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


Hardware/Software(HP Servers & Storage)


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


Support(HP Servers & Storage)


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


Personal Systems(Desktops, Notebooks and Handhelds)


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


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


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


HP vs. Competition


Vendor You Have the Most Experience With Other than HP (Germany)

28%7%

30%21%

Other Other


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


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


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


2004 Worldwide Survey of HP Customers

For more information contactInterex Advocacy OperationsDebbie [email protected]

Documents

2004 Worldwide Survey of HP Customers