PeopleSoft’s Customer Satisfaction Survey Program

1. PeopleSoft’s Customer Satisfaction Survey Program Mel Gadd, SCP Certification Showcase, June 24th 2004 Santa Clara.

2. Customer Satisfaction Process • The Customer Satisfaction program at PeopleSoft is managed by a central group, the Customer Satisfaction team, responsible for • Management of the third-party vendor – Satmetrix Systems • Gathering requirements from survey owners (questions, reports, anti-toxicity) • Providing training on the SatMetrix results web sites • Providing access to the results web sites • Summarizing results for senior management

3. Customer Satisfaction Process • Focus on high customer impact areas and the drivers of customer satisfaction: • Products & Technology (R&D) • Support closed case survey • Product survey • PeopleSoft Global Services • Consulting survey • Sales • Sales win/loss survey • Support Services • Support Services survey

4. Customer Feedback Throughout the Business Cycle Sale Implementation Production • Technical & non-technical support • Product quality • Platinum & Premium (tiered support), • Account Management • Consulting • Sales: • -Sales executive performance • -Win/Loss • -License, Maintenance and Consulting sales • Consulting

5. Global Support Center/Customer Care Survey Target audience: Contacts who closed a case with GSC or Customer Care Frequency: Continuous, triggered by case closure Content: Feedback on managing the case and fix, analyst attributes, anything else Average response rate: 27%

6. Consulting Survey Target audience: Contacts for closed and open engagements in the quarter Frequency: Continuous, triggered by the end of the engagement Content: Feedback on Consulting as a whole, Consultant attributes Average response rate: 50%

7. Sales/win-loss Survey Target audience: Contacts with whom we closed a sales transaction in the previous quarter (License, Maintenance or Consulting sales) Frequency: Quarterly Content: Feedback on the sales process, sales executive performance, win/loss Average response rate: 17%

8. Support Services Survey Target audience: Executive and Primary contacts, randomized Frequency: Quarterly Content: Feedback on the components of the maintenance dollar, loyalty, tiered service programs Average response rate: 14%

9. Product Survey Target audience: Technical and functional product users Frequency: Quarterly Content: Feedback on released product - product attributes (performance, usability, reliability, etc.) Average response rate: 23%

10. Principles and Benefits • We seek informed feedback from respondents who are knowledgeable and experienced with PeopleSoft products and services • Each group has customer satisfaction metrics it can relate to and influence • Executive-level support: each executive foots the bill and appoints a contact person • Group responsibility: each group has an owner of content, contact data, analysis and action-planning • Each survey has its own web site for reports accessible by the stakeholders • Summary of results are provided to senior management once per quarter

11. Call to Action for the Corporate Survey • Change the survey from a single instrument with a relationship-orientation to multiple instruments with a transaction-orientation providing actionable, informed feedback for driving improvements.

12. Closing the Loop With Customers • Triggers in the survey capture low scores during deployment and fire off e-mails to designated contacts in real time • Each group follows up on low scores with customers

13. Event Driven Survey

14. Worldwide Support Hubs Vancouver Amsterdam Denver Pleasanton São Paulo Sydney

15. Event Driven Survey • We’ve had a closed case support survey at PeopleSoft since 1999 • Triggered by case closure • Covers GSC and Customer Care cases – technical and non-technical support • Continuous, worldwide, 9 languages • Anti-toxicity rules favor lower volume products in order to boost response, while not irritating customers

16. Using the results of the Event survey • We capture low scores in real time and “trigger” e-mails are sent to designated support contacts for follow up • We have formal recording of “Red Alerts” for visibility of follow up across all support centers • Analysts can see their own results, and so can their managers on the SatMetrix web site and PeopleSoft’s Metrics Central web site • We use results in evaluations and results are tied to compensation • Theme analysis – as required

17. Using the results of the Event survey • Analyst Recognition: • Hall of Fame - monthly • Analyst of the Quarter • Support Newsletter • Customer Loyalty - Voice of the Customer • Soft Skills Training – Customer Interaction Training • During 2003-4 to-date we delivered 9 managers courses and 51 non-managers courses worldwide. • Total Ownership Experience Initiatives

18. Delivering on Total Ownership Experience Maintainingthe Applications Implementing the Applications • Diagnostic Framework • Performance Monitor • Change Assistant Using the Applications

19. Knowledge Management 2004 • Under our TOE initiative PeopleSoft’s strategy is to invest significantly in Knowledge Management: • Self-service enhancements: to encourage greater use of the search capabilities and to capture search information EVERY TIME • Knowledge Base enhancements: tracking Solutions by solution library AND by Family, Product Line, Product, Release, Business Process • Search enhancements: Upgrading the search engine to support our needs

20. Satisfaction Data Collected by an Independent Organization

21. Satisfaction data Collected by an Independent Organization • All core surveys are administered by a third party (Satmetrix Systems) for reasons of objectivity and independence • All surveys use a 7-point satisfaction scale, are deployed to PeopleSoft’s worldwide customer base and are translated into 9 languages • Survey response set: 7 = extremely satisfied, 6= very satisfied, 5 = satisfied, 4 = neutral, 3 = dissatisfied, 2 = very dissatisfied, 1= extremely dissatisfied. • All surveys have a detailed specification maintained by Satmetrix

22. Direct Customer Feedback

23. Direct Customer Feedback • Other channels of customer feedback about support: • “Survey-On-Demand” • International Customer Advisory Board (ICAB), RUGs, SIGs • ICAB Maintenance Value Initiative • User Conferences • Annual Leadership Summit • Customer Programs: Customer Testing, Hosted Beta, Early Adopter – involve the GSC

24. Customer Complaint Process

25. Customer Complaint Process • Formal Enterprise Complaint Process: • Owners from each of the surveys plus “collaborators” • Close the loop with customers • Complaint Analysis and Monitoring • Root-cause identification for support

26. Customer Loyalty & Retention

27. Customer Loyalty & Retention • Voice of the Customer reference program • “At risk” customers – follow up from surveys using the Complaint Process • C1 360 view of complaints and escalations • Customer Loyalty Group • CLI (Customer Loyalty Index) in Support Services periodic survey

28. The Voice of the Customer "Our recent upgrade to PeopleSoft financials 8.4 went very smoothly. On the infrequent occasion when we had to call GSC support we found the analyst to be very helpful, knowledgeable and typically resolved the issue in the same day. The focus and attention to detail was superlative. It's a real comfort knowing that PeopleSoft has such qualified PEOPLE to help with issues when they occur." George Muller, Vice President and Chief Information Officer, Imperial Sugar Company

29. The Voice of the Customer ""The Global Support Center has been very timely in their response to all our World questions. The support staff is knowledgeable and has provided not only answers to our questions, but also offers insight as to how we can utilize PeopleSoft World more effectively. They follow up to make sure that the solution provided did in fact correct the issue. We are completely satisfied with the services offered by GSC." Gary Balcer Business Systems Project Mgr. Atek Medical Manufacturing.

30. Survey Program – Future Direction

31. Survey Program – Future Direction • Complete survey integrations with JDE • Explore building survey functionality into our own CRM system • Data warehousing • “Drill-down” surveys for actionable data • Cross-survey reporting of results by account

32. Discussion Points: “Neutral”, Benchmarks, Trends

33. Use of “Neutral” • We do not include “neutral” scores in our calculation of percent satisfied, except for the purposes of the SCP audit • "Neutral" is a valid mid-point in our 7-point response set • There is no abnormal use of "Neutral“ • We welcome the move to “raise the bar” for SCP certification on customer satisfaction

34. Cultural differences? • There are consistent regional differences in results, which suggest that there is a cultural dynamic at work • Reinforced by an analysis of cases originating in US resolved in EMEA • The middle of the range - "Neutral" and the adjacent categories (Satisfied, Dissatisfied) - is more heavily used by some cultures/theaters than others

35. Benchmarks for Support • SSPA in “Defining World Class Support – Benchmarks & Best Practices states “satisfying at least 95% of customers is an indicator of world-class customer support” (includes neutral scores) • Satmetrix research department says 85% customer satisfaction is world-class (top two boxes on a 7-point scale) – not industry specific • Variables: sample size, target audience, questions, statistical confidence levels, business models • No standards • One solution is to capture comparisons in our own survey • Another is to participate in a comparative survey, such as that run by Prognostics.

36. Trends • Increasing use of anti-spam devices - affects response rates. A recent survey of PeopleSoft customers by a third party estimated that 25% of invitations were lost (silent undeliverable) due to such devices • Data Protection & Privacy guidelines will probably also impact response rates