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Results of a market research survey

Results of a survey relating to Siemens Enterprise Communications at the CeBIT 2007 exhibition in Hanover. Results of a market research survey. Produced on behalf of Siemens Enterprise Communications, Munich. Munich, 20/4/2007 Project 4739. Academic staff Patrick Rudloff (Economics degree)

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Results of a market research survey

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  1. Results of a survey relating to Siemens Enterprise Communications at the CeBIT 2007 exhibition in Hanover Results of a market research survey Produced on behalf of Siemens Enterprise Communications, Munich Munich, 20/4/2007 Project 4739

  2. Academic staff Patrick Rudloff (Economics degree) Tansu Reichler (Economics degree) Stefanie Reindl (Sociology degree) Schwanthalerstr. 91 80336 Munich Tel.: (089) 544617-0 Fax: (089) 544617-12 email: info@facit-mafo.de www.facit-mafo.de

  3. Contents • 1. Methodological aspects 4 • 1.1 Details of the survey 5 • 1.2 Presentation of results 6 2. Satisfaction in the area of ITC 7 3. Profile of those taking part in the survey 17 4. Management summary 37

  4. 1. Methodological aspects 2. Satisfaction in the area of ITC • Profile of those taking part in the survey 4. Management summary

  5. Form of interview Scaling Carrying out of survey Sample Survey location/period Face-to-face interviews (lasting ca. 5 minutes) Ratings on a 4-point scale from 4 (“is completely untrue") to 1 (“is completely true") Directly by the exhibition stand belonging to Siemens Enterprise Communications N = 382 exhibition visitors CeBIT Hanover from 15.3.2007 to 21.3.2007 Methodological aspects: details of the survey

  6. “Results in percentages” Base “Without predefined responses” “With predefined responses” The results for individual questions are presented as charts and tables. The results are shown as percentages of the base. The information “base” or sample size indicates how many people were asked per question. Generally there are 382 respondents. A smaller base or sample size is shown when only a sub-group of the respondents is interviewed. The reference “without predefined responses” is shown where the question is open-ended and without predefined response categories. The respondent answers the question in his/her own words. The reference “with predefined responses” shows that this question is a closed question. The interviewee can choose one or more responses. Methodological aspects: presentation of results

  7. 1. Methodologicalaspects 2. Satisfaction in the area of ITC • Profile of those taking part in the survey 4. Management summary

  8. Satisfaction in the area of ITC: overview of topics Access to information that is independent of the location “I can access all my messages (speech, fax, email, SMS…) at any location with my preferred end device.” 1 2 “Easing the burden” function of communications end devices “The communications end devices I currently use enrich my daily working life with regard to features and functionality.” 3 Certainty of recourse to the best and most reasonably priced communications infrastructure “I’m certain that my communications end devices always use the most suitable and most reasonably priced infrastructure.” 4 Reliability of the communications infrastructure “My communications infrastructure can take the strain. In the past 6 months, no breakdown in communications has negatively affected my business.” Openness in the communications infrastructure “My organisation’s communications infrastructure is based on open standards, and it supports the collaboration of various providers and the integration of IT processes.” 5 6 Flexibility of service provider “My communications service provider supports changes in my organisation just as rapidly as best suits our business.”

  9. Satisfaction in the area of ITC: total overview OVERALL ASSESSMENT Score 4 Score 3 Score 2 Score 1 Access to information that is independent of the location “Easing the burden” function of communications end devices Certainty of recourse to the best and most reasonably priced communications infrastructure Reliability of communications infrastructure Openness in the communications infrastructure Flexibility of service provider 1= is completely true, 2= is partially true, 3= isn’t true, 4= is completely untrue With predefined responses In percent Base: 382 respondents * = 1 / is completely true 4 / is completely untrue Question 1

  10. Target group differentiation:“Access to information that is independent of the location” “I can access all my messages (speech, fax, email, SMS…) at any location with my preferred end device.” Top/bottom score: ability to decide Top/bottom score: sector Top/bottom score: employees IT 1 - 20 Government, administration Sole decision-makers 20 - 100 Banks, consultancy Joint decision-makers 100 - 500 Industry, technology 500+ Computer Bottom Score Top Score Base: 233/ 94 Base: 109/ 68/ 52/ 123 Base: 142/ 30/ 27/ 49/ 28 With predefined responses In percent Base: 382 respondents * = Top score = 1 / is completely true Bottom score = 4 / is completely untrue Question 1

  11. Target group differentiation:“Easing the burden” function of communications end devices “The communications end devices I currently use enrich my daily working life with regard to features and functionality.” Top/bottom score: ability to decide Top/bottom score: sector Top/bottom score: employees IT 1 - 20 Government, administration Sole decision-makers 20 - 100 Banks, consultancy Joint decision-makers 100 - 500 Industry, technology 500+ Computer Bottom Score Top Score Base: 233/ 94 Base: 109/ 68/ 52/ 123 Base: 142/ 30/ 27/ 49/ 28 With predefined responses In percent With predefined responses In percent Base: 382 respondents in total * = Top score = 1 / is completely true Bottom score = 4 / is completely untrue Question 1

  12. Target group differentiation :“Certainty of recourse to the best and most reasonably priced communications infrastructure” “I’m certain that my communications end devices always use the most suitable and most reasonably priced infrastructure.” Top/bottom score: ability to decide Top/bottom score: sector Top/bottom score: employees IT 1 - 20 Government, administration Sole decision-makers 20 - 100 Banks, consultancy Joint decision-makers 100 - 500 Industry, technology 500+ Computer Bottom Score Top Score Base: 233/ 94 Base: 109/ 68/ 52/ 123 Base: 142/ 30/ 27/ 49/ 28 With predefined responses In percent With predefined responses In percent Base: 382 respondents * = Top score = 1 / is completely true Bottom score = 4 / is completely untrue Question 1

  13. Target group differentiation :“Reliability of the communications infrastructure” “My communications infrastructure can take the strain. In the past 6 months, no breakdown in communications has negatively affected my business.” Top/bottom score: ability to decide Top/bottom score: sector Top/bottom score: employees IT 1 - 20 Government, administration Sole decision-makers 20 - 100 Banks, consultancy Joint decision-makers 100 - 500 Industry, technology 500+ Computer Bottom Score Top Score Base: 233/ 94 Base: 109/ 68/ 52/ 123 Base: 142/ 30/ 27/ 49/ 28 With predefined responses In percent With predefined responses In percent Base: 382 respondents * = Top score = 1 / is completely true Bottom score = 4 / is completely untrue Question 1

  14. Target group differentiation :“Openness in the communications infrastructure” “My organisation’s communications infrastructure is based on open standards, and it supports the collaboration of various providers and the integration of IT processes.” Top/bottom score: ability to decide Top/bottom score: sector Top/bottom score: employees IT 1 - 20 Government, administration Sole decision-makers 20 - 100 Banks, consultancy Joint decision-makers 100 - 500 Industry, technology 500+ Computer Bottom Score Top Score Base: 233/ 94 Base: 109/ 68/ 52/ 123 Base: 142/ 30/ 27/ 49/ 28 With predefined responses In percent Base: 382 respondents * = Top score = 1 / is completely true Bottom score = 4 / is completely untrue Question 1

  15. Target group differentiation:“Flexibility of service providers” “My communications service provider supports changes in my organisation just as rapidly as best suits our business.” Top/bottom score: Ability to decide Top/bottom score: sector Top/bottom score: employees IT 1 - 20 Government, administration Sole decision-makers 20 - 100 Banks, consultancy Joint decision-makers 100 - 500 Industry, technology 500+ Computer Bottom Score Top Score Base: 233/ 94 Base: 109/ 68/ 52/ 123 Base: 142/ 30/ 27/ 49/ 28 With predefined responses In percent Base: 382 respondents * = Top score = 1 / is completely true Bottom score = 4 / is completely untrue Question 1

  16. Respondents’ comments/remarks/wishes Just one mention “Communication is the future” Base: 382 respondents Question 2

  17. 1. Methodological aspects 2. Satisfaction in the area of ITC 3. Profile of those taking part in the survey 4. Management summary

  18. Profile of those taking part in the survey: decision-making role when buying information and communications technologies What role do you play when buying information and communications technologies? The decision-making role … I’m a joint decision-maker … I’m the sole decision-maker … neither one nor the other With predefined responses In percent Base: 382 respondents Question 3

  19. Europe Asia North America Near East Latin America South America Profile of those taking part in the survey: company’s main markets (1) Total Sole decision-makers Joint decision-makers Multiple responses were possible Base: 382 respondents Without predefined responses In percent Question 4

  20. Europe Asia North America Near East Latin America South America Profile of those taking part in the survey: company’s main markets (2) – Global number of employees split - 1-20 20-100 100-500 500+ Multiple responses were possible Base: 382 respondents Without predefined responses In percent Question 4

  21. Europe Asia North America Near East Latin America South America Profile of those taking part in the survey: company’s main markets (3) – Sectors split - IT, telecommunications Government, administration Banks, consultancy Industry, technology Multiple responses were possible Base: 382 respondents Without predefined responses In percent Question 4

  22. Europe Asia North America Near East Latin America South America Profile of those taking part in the survey: company’s main markets (4) – Sectors split - Computer Other Multiple responses were possible Base: 382 respondents Without predefined responses In percent Question 4

  23. Profile of those taking part in the survey: company's base (1) Total Sole decision-makers Joint decision-makers Germany Netherlands Taiwan United Kingdom Other (individual mentions) Base: 382 respondents Without predefined responses In percent Question 5

  24. Germany Netherlands Taiwan United Kingdom Other (individual mentions) Profile of those taking part in the survey: company's base (2)– Global number of employees split - 1-20 20-100 100-500 500+ Base: 382 respondents Without predefined responses In percent Question 5

  25. Germany Netherlands Taiwan United Kingdom Other (individual mentions) Profile of those taking part in the survey: company's base (3)– Sectors split - IT, telecommunications Government, administration Banks, consultancy Industry, technology Base: 382 respondents Without predefined responses In percent Question 5

  26. Germany Netherlands Taiwan United Kingdom Other (individual mentions) Profile of those taking part in the survey: company's base (4)– Sectors split - Computer Other Base: 382 respondents Without predefined responses In percent Question 5

  27. IT and telecommunications Industry, technology Government, administration Computer Banks, consultancy Other No information Profile of those taking part in the survey: company’s sector (1) Total Sole decision-makers Joint decision-makers Base: 382 respondents Without predefined responses In percent Question 6

  28. IT and telecommunications Industry, technology Government, administration Computer Banks, consultancy Other No information Profile of those taking part in the survey: company’s sector (2)– Global number of employees split - 1-20 20-100 100-500 500+ Base: 382 respondents Without predefined responses In percent Question 6

  29. 1 Phone or fax number 2 Phone or fax numbers 3 Phone or fax numbers 4 Phone or fax numbers 5 Phone or fax numbers 6 Phone or fax numbers Profile of those taking part in the survey: number of phone and fax numbers on the business card (1) Total Sole decision-makers Joint decision-makers Base: 382 respondents Without predefined responses In percent Question 7

  30. 1 Phone or fax number 2 Phone or fax numbers 3 Phone or fax numbers 4 Phone or fax numbers 5 Phone or fax numbers 6 Phone or fax numbers Profile of those taking part in the survey: number of phone and fax numbers on the business card (2) – Global number of employees split - 1-20 20-100 100-500 500+ Base: 382 respondents Without predefined responses In percent Question 7

  31. 1 Phone or fax number 2 Phone or fax numbers 3 Phone or fax numbers 4 Phone or fax numbers 5 Phone or fax numbers 6 Phone or fax numbers Profile of those taking part in the survey: number of phone and fax numbers on the business card (3) – Sectors split - IT, telecommunications Government, administration Banks, consultancy Industry, technology Base: 382 respondents Without predefined responses In percent Question 7

  32. 1 Phone or fax number 2 Phone or fax numbers 3 Phone or fax numbers 4 Phone or fax numbers 5 Phone or fax numbers 6 Phone or fax numbers Profile of those taking part in the survey: number of phone- and fax numbers on the business card (4) – Sectors split - Computer Other Base: 382 respondents Without predefined responses In percent Question 7

  33. No device One device Two devices Three devices Four devices Five devices Profile of those taking part in the survey: number of end devices that respondents carry with them (1) Total Sole decision-makers Joint decision-makers Base: 382 respondents Without predefined responses In percent Question 8

  34. No device One device Two devices Three devices Four devices Five devices Profile of those taking part in the survey: number of end devices that respondents carry with them (2) – Global number of employees split - 1-20 20-100 100-500 500+ Base: 382 respondents Without predefined responses In percent Question 8

  35. No device One device Two devices Three devices Four devices Five devices Profile of those taking part in the survey: number of end devices that respondents carry with them (3) – Sectors split - IT, telecommunications Government, administration Banks, consultancy Industry, technology Base: 382 respondents Without predefined responses In percent Question 8

  36. No device One device Two devices Three devices Four devices Five devices Profile of those taking part in the survey: number of end devices that respondents carry with them (4) – Sectors split - Computer Other Base: 382 respondents Without predefined responses In percent Question 8

  37. 1. Methodological aspects 2. Satisfaction in the area of ITC 3. Profile of those taking part in the survey 4. Management summary

  38. In numerous aspects, satisfaction with the communications infrastructure and the communications end equipment used still manifests a not inconsiderable potential for optimisation. While the benefits of the latest generation of communications end equipment are undisputed, and these devices clearly take some of the strain and enrich people’s working lives (and access to messages and information that is independent of one’s location is broadly problem-free), shortcomings are apparent when it comes to the following aspects: • Certainty of recourse to the best and most reasonably priced communications infrastructure: There still seems to be considerable uncertainty among one third of respondents (33%) concerning the transparency of performance and efficiency of the communications infrastructure that is deployed. This appears to be particularly pronounced in companies with over 500 employees as well as in the area of financial services and consulting. • Reliability and resilience of the communications infrastructure: We also still seem to be a very long way away from a situation where the communications infrastructure can be described as highly reliable. 27% of respondents are still of the opinion that the communications infrastructure deployed in the company does not come off optimally in this regard. There don’t appear to be any differences in relation to this that are size or sector specific.

  39. Openness of the communications infrastructure When it comes to the openness of the communications infrastructure (in the sense of open standards and their supportive effect with regard to collaboration among various providers and the integration of IT processes), 20% of respondents think this doesn’t apply – and this is a pretty high figure. There don’t appear to be any differences in relation to this that are size or sector specific. • Flexibility of service provider A quarter of respondents consider the support and speed of reaction of the communications service provider when adjusting to changes within the organisation to be inadequate. There don’t appear to be any differences in relation to this that are size or sector specific.

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