Happy chappies in Oracle user camp

Shiny happy PeopleSoft

Oracle's efforts to please its UK users seem to be working, with a survey finding Oracle customers more content with the vendor's product support than they were a year ago.

Last year's UK Oracle User Group (UKOUG) survey singled out product support as the main issue users wanted Oracle to address, with a newly opened call centre in Egypt coming in for particular criticism.

The recent 2008 UKOUG member survey, covering 550 people, revealed that Oracle users are much more satisfied 12 months on, according to UKOUG chairman Ronan Miles.

Speaking to silicon.com, Miles said: "Oracle we know has taken efforts to improve [support]. What we have seen is Oracle has made significant inroads into online support."

Miles attributed the improvement in part to the developments with the Egyptian call centre, which Oracle has now brought up to speed. As a result, complaints have been less common.

Debra Lilley, UKOUG vice chairman added of the call centre: "This year, it's not an issue."

However Miles admitted the UKOUG could do more to promote Oracle's online support services to its members.

The 2008 UKOUG survey showed general satisfaction for Oracle products among members, with 91 per cent of respondents saying they're satisfied with Oracle as a tech provider, while 82 per cent of BEA users said they are satisfied with the product and 90 per cent said the same for Siebel.

Oracle acquired middleware provider BEA Systems at the beginning of the year, adding to other recent acquisitions such as Peoplesoft and Siebel.

Miles and Lilley said Oracle has indicated it's making good progress with its Fusion applications and middleware, which will integrate these acquired technologies together.

Oracle attributed its healthy first quarter in 2008 to sales of the Fusion middleware, although the Fusion Applications remain in development.

Miles added the UKOUG annual survey - now in its eighth year - significantly influences Oracle's strategy.

"By 2008, Oracle is champing at the bit about what they can drive from it. Oracle's mindful to listen," he said.