About INPUT ESTPUT provides planning information, analysis, and recommendations for the information technology industries. Through market research, technology forecasting, and competitive analysis, INPUT supports client management in making informed decisions. Subscription services, proprietary research/consulting, merger/acquisition assistance, and multiclient studies are provided to users and vendors of information systems and services. USTPUT specializes in the software and services industry which includes software products, systems operations, processing services, network services, systems integration, professional services, turnkey systems, and customer services. Particular areas of expertise include CASE analysis, information systems planning, and outsourcing. Many of INPUT'S professional staff members have more than 20 years' experience in their areas of specialization. Most have held senior management INPUT positions in operations, marketing, or planning. This expertise enables to supply practical solutions to complex business problems. Formed as a privately held corporation in 1974, INPUT has become a leading international research and consulting firm. Clients include more than 100 of the world's largest and most technically advanced companies. INPUT OFFICES North America International San Francisco London 1280 Villa Street INPUT LTD. Mountain View, CA 94041-1194 Piccadilly House Tel. (415) 961-3300 Fax (415) 961-3966 33/37 Regent Street London SWIY 4NF, England New York Tel. (071) 493-9335 Fax (071) 629-0179 Atrium at Glenpointe 400 Frank W. Burr Blvd. Paris Teaneck, NJ 07666 INPUT SARL Tel. (201) 801-0050 Fax (201) 801-0441 24, avenue du Recteur Poincare 75016 Paris, France Washington, D.C. Tel. (33-1) 46 47 65 65 Fax (33-1) 46 47 69 50 INPUT, INC. 1953 Gallows Road, Suite 560 Frankfurt Vienna, VA 22182 INPUT LTD. Tel. (703) 847-6870 Fax (703) 847-6872 Sudetenstrasse 9 D-6306 Langgons-Niederkleen, Germany Tel. 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DECEMBER 1991 USER SATISFACTION IN WESTERN EUROPE MEDIUM SYSTEMS 1991 II 1 INPUT Piccadilly House, 33/37 Regent Street, London SWIY 4NF, U.K. +44 71 493 9335 24, avenue du Recteur Poincare, 75016 Paris, France +33 1 46 47 65 65 Sudetenstrasse 9, D-6306 Langgons-Niederkleen, Germany +49 6447 7229 User Satisfaction, Medium Systems, 1991 INPUT Researched and Published by INPUT House Piccadilly 33/37 Regent Street SW1Y4NF London England Customer Services Programme - Europe User Satisfaction, Medium Systems, 1991 Copyright 1991 by INPUT. All rights reserved. Printed in United Kingdom. No part of this publication may be reproduced or distributed in any form or by any means, or stored in a data base or retrieval system, without the prior written permission of the publisher. CE-UMl - 1991 User Satisfaction, Medium Systems, 1991 INPUT Abstract This study presents data relating user perceptions of vendor service performance and user satisfaction with the servicing of medium range computer systems. The data presented in this study has been collected by INPUT between April and September 1991 in a survey of computer users in nine European countries. The study contains an analysis of the key findings that emmerge from the results of the 1991 survey of mid-range computer systems users. Analysis related to the mid-range computer systems service performance of specific equipment vendors includes: Bull • • Digital Hewlett-Packard • IBM • ICL • NCR • Stratus • Unisys • CE-UMl Copyright 1991 INPUT. Reproduction Prohibited. Digitized by the Internet Archive 2015 in https://archive.org/details/usersatisfaction11unse 1111 User Satisfaction Medium Systems, 1991 INPUT Table of Contents I Introduction A Objectives and Scope I-l B Methodology I-l C Report Structure 1-4 II Interpretation of the Data A Definitions II- B Statistics II- C Ratings and Satifaction Index II-2 III Executive Overview A Vendors Achieve Overall User Satisfaction with Medium Systems Service III-l B Changing User Priorities III-2 C User Satisfaction in Western Europe - 111-3 1. Hardware Service 111-3 2. Systems Software Support 111-3 D Country Market User Satisfaction III-5 1. Hardware Service III-5 2. Systems Software Support III-7 E The German Market III-10 F Vendor Performance Achievements III-11 rV User Satisfaction in Western Europe - Medium Systems A Introduction IV- V Country Market Service Performance Data - Medium Systems A Introduction V-1 VI Vendor Service Performance Data - Medium Systems A Introduction VI- Appendices A INPUT 1991 Computer User Survey Questionnaire CE-UMl Copyright 1991 INPUT. Reproduction Prohibited. II - B - 1 User Satisfaction Medium Systems, 1991 INPUT List of Exhibits I Introduction I-l 1991 User Interview Programme User Sample by Country 1-2 1-2 1991 User Interview Programme User Sample by Vendor 1-3 III Executive Overview m-1 Key Findings III-l III-2 User Satisfaction with Hardware Service in Western Europe, 1991 Medium Systems III-4 III-3 User Satisfaction with Systems Software Support in Western Europe, 1991 Medium Systems III-5 ni-4 Country Market User Satisfaction with Hardware Service, 1991 Medium Systems III-9 III-5 Country Market User Satisfaction with Systems Software Support, 1991 Medium Systems III-IO in-6 Leading Vendor Ranking - Hardware Service, 1991 Medium Systems III-12 in-7 Leading Vendor Ranking - Systems Software Support, 1991 Medium Systems III-12 IV User Satisfaction in Western Europe - Medium Systems rV-l Western Europe 1991 Sample Distribution by Industry Sector Medium Systems IV-2 IV-2 Western Europe 1991 User Satisfaction with Hardware Service Medium Systems IV-3 IV-3 Western Europe 1991 User Satisfaction with Systems Software Support Medium Systems IV-3 IV-4 Western Europe 1991 System Performance Data Medium Systems IV-4 IV-5 Western Europe 1991 Service Response and Repair/Fix Time Performance Medium Systems IV-5 IV-6 Western Europe 1991 Service Provider Data Medium Systems IV-6 IV-7 Western Europe 1991 Users Views on Current Service Performance Medium Systems IV-7 II - B-2 Copyright 1991 INPUT. Reproduction Prohibited. CE-UMl