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HP Invent

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2006 Worldwide User Advocacy Survey Results Summary

Worldwide User Advocacy Survey Captures Enterprise HP Customer Feedback

Leading independent HP users groups Encompass, HP-Interex EMEA, ITUG, Encompass Asia-Pacific, and OpenView Forum International partnered with HP to produce the 2006 Worldwide User Advocacy Survey. Implemented and advertised by the international HP user group community, this 17 th annual survey was conducted between May 8 th and June 23 rd and captured input from over 3000 individual respondents.

The 2006 Survey

The 2006 HP Worldwide User Advocacy Survey was designed with two major objectives: to measure customer perceptions of HP enterprise products and services, and to seek user input on future product features and enhancements. To achieve this goal, a volunteer committee representing HP's prominent international users groups commissioned an independent research firm to construct the survey and analyze the data captured. Moreso than in previous years, the planning committee made a concerted effort to ensure the survey could lead to actionable results.

To expedite the survey process and ensure the most qualified results, respondents were asked to provide input related only to those product(s) most familiar and important to them. Enterprise HP products featured in the survey included HP-UX, OpenVMS, NonStop, OpenView, Open Source, Linux, Tru64 UNIX, MPE, desktops, handhelds and printing devices. For 2006, the committee added a section specifically to capture input about and from HP partners and resellers.

The Message

Overall, the worldwide user and partner community rated HP products and technology very highly, both on individual product merits as well as relative to competitive offerings. With few exceptions, users conveyed high quality ratings and strong degrees of loyalty for the HP product sets they use.

With regard to areas of potential improvement, both users and partners expressed a desire to simplify the process of doing business with HP, particularly in terms of sales and contracts/licenses. Other areas respondents cited as important to user satisfaction were current training and education, accessibility of technical support, and certification programs.

What Now?

Key findings from the survey were presented by user group leaders to an estimated 100 HP executives, managers and development team members in late August. This information is now being circulated to additional HP product teams and decision-makers. Simultaneously, participating user groups are utilizing the survey results to refine programs to deliver the greatest value to their respective constituencies, and working with HP counterparts to create actionable plans from the survey takeaways. Encompass will be sharing results and announcing program changes as specific go forward plans are determined.

The survey committee would like to thank the users and partners who took the time to complete the survey; your feedback was heard and the collective product of your effort is currently being used to enact positive change with HP. The committee is already researching and discussing ways to improve and simplify the 2007 survey. Watch the Encompass Web site for details as they are announced.