AnalysisOf UserSatisfactionSurveysFor Computer Associates International Sample: 729 March1991 INPUT AtriumatGlenpointe,400FrankW.BurrBlvd.,Teaneck,NewJersey 07666 (201)801-0050 TOTAL RESPONDENT SAMPLE 1. ACCOUNT MANAGEMENT Frequency No Mean Very Good Good Fair Poor Resp. Rating 1.1 Overall Relationship 18% 37% 18% 16% 11% 2.6 1.2 Freq. of Visits 10% 32% 21% 20% 17% 2.4 1.3 Knowledge of Co. 6% 30% 32% 22% 10% 2.2 1.4 Solution Ability 8% 40% 24% 15% 13% 2.5 1.5 Arrange for SE 18% 40% 16% 13% 13% 2.7 1.6 Communicate CA Phil. 14% 41% 18% 14% 13% 2.6 1.7 Client/Business Rel. 10% 36% 22% 18% 14% 2.4 1.8 Improvements in AM 10% 31% 18% 22% 19% 2.4 75% of the respondents knew the name of their Account Manager. 1 426 TOTAL RESPONDENT SAMPLE 2• PRODUCT SERVICE AND SUPPORT Frequency No Mean Very Good Good Fair Poor Resp. Ratina 2.1 Delivery Time 14% 43% 19% 6% 18% 2•8 2.2 Ease of Install. 6% 40% 27% 10% 17% 2.3 Implememtation Ease 4% 37% 30% 11% 18% 2.4 2.4 Qual.Prod. Train'g 4% 18% 17% 10% 51% 2.3 2.5 Telephone Support Availability 11% 40% 25% 8% 16% 2. Skill of Personnel 10% 38% 25% 9% 18% 2.6 2.6 On-site Tech Support Availability 3% 18% 13% 13% 53% 2. Skill of Personnel 5% 21% 11% 8% 55% 2.5 •/ Escalation Proced. 5% 31% 25% 12% 27% 2. 2.8 Prof. Services Availability 3% 12% 9% 4% 72% 2.5 Skill of Personnel 3% 14% 7% 3% 73% 2.6 2.9 Responsiveness-S/W 6% 32% 26% 15% 21% 2.4 2.IC Improve, in S/S 4% 23% 25% 14% 34% 2.2 2 I 4 TOTAL RESPONDENT SAMPLE 3. PRODUCT QUALITY 3.1 Systems Management Software Frequency No Mean Verv Good Good Fair Poor Resp. Ratina a. Functionality 18% 47% 8% 2% 25% 3.1 b. Integration 11% 42% 16% 5% 26% 2.8 c. Reliability 21% 44% 7% 3% 25% 3.1 d. Documentation 6% 34% 27% 7% 26% 2.5 e. Improv. in quality 3% 26% 22% 9% 40% 2. Respondents reporting types of Software Automated Production Control 31% Automated Storage Mgmt. 34% Performance Mgmt. Acc'ting 25% Data Center Admin 16% Security, Control & Audit 37% 3.2 Information Management Software Frequency No Mean Very Good Good Fair Poor Resp. Ratina a. Functionality 12% 24% 5% 1% 58% 3.1 b. Integration 8% 24% 9% 1% 58% 2.9 c. Reliability 13% 24% 5% 1% 57% 3.1 d. Documentation 3% 22% 15% 2% 58% 2.6 e. Improv. in quality 3% 15% 11% 5% 66% 2.4 Respondents reporting types of Software Database Mgmt. Systems 29% Application Development 28% 3 TOTAL RESPONDENT SAMPLE 3.3 Business Application Software Frequency No Mean Very Good Good Fair Poor Resp. Ratina a. Functionality 4% 13% 4% 1% 78% 2.9 b. Integration 3% 11% 5% 2% 79% 2.7 c. Reliability 4% 12% 5% 1% 78% 2.8 d. Documentation 2% 7% 8% 5% 78% 2.3 e. Improv. in quality 1% 5% 6% 5% 83% 2.1 Respondents reporting types of Software Financial Mgmt. 16% Banking Mgmt. 3% Manfacturing Mgmt. 4% Distribution Mgmt. 2% H/R Mgmt. 2% 4