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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: [email protected]
www.facit-mafo.de
3
Pro
ject
473
9
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
Contents
4. Management summary
37
4
Pro
ject
473
9
1. Methodological aspects
2. Satisfaction in the area of ITC
3. Profile of those taking part in the survey
4. Management summary
5
Pro
ject
473
9
Methodological aspects: details of the survey
Form of interview Face-to-face interviews (lasting ca. 5 minutes)
ScalingRatings on a 4-point scale from 4 (“is completely untrue") to 1 (“is
completely true")
Carrying out of surveyDirectly by the exhibition stand belonging to Siemens Enterprise Communications
Sample N = 382 exhibition visitors
Survey location/period CeBIT Hanover from 15.3.2007 to 21.3.2007
6
Pro
ject
473
9
Methodological aspects: presentation of results
“Results in percentages”The results for individual questions are presented as charts and
tables. The results are shown as percentages of the base.
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.
“Without predefined responses”
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.
“With predefined responses”
The reference “with predefined responses” shows that this
question is a closed question. The interviewee can choose one or
more responses.
7
Pro
ject
473
9
1. Methodological aspects
2. Satisfaction in the area of ITC
3. Profile of those taking part in the survey
4. Management summary
8
Pro
ject
473
9
Satisfaction in the area of ITC: overview of topics
3Certainty of recourse to the best and most
reasonably priced communications infrastructure
4 Reliability of the communications infrastructure
1Access to information that is independent of
the location
2“Easing the burden” function of
communications end devices
5 Openness in the communications infrastructure
6 Flexibility of service provider
“I can access all my messages (speech, fax, email, SMS…) at any location with my preferred end device.”
“The communications end devices I currently use enrich my daily working life with regard to features and functionality.”
“My communications infrastructure can take the strain. In the past 6 months, no breakdown in communications has
negatively affected my business.”
“My organisation’s communications infrastructure is based on open standards, and it supports the collaboration of various
providers and the integration of IT processes.”
“My communications service provider supports changes in my organisation just as rapidly as best suits our business.”
“I’m certain that my communications end devices always use the most suitable and most reasonably priced
infrastructure.”
9
Pro
ject
473
9
Satisfaction in the area of ITC: total overview
54
43
35
51
27
34
15
32
20
15
47
50
Base:
Question 1
With predefined responsesIn percent
382 respondents * = 1 / is completely true 4 / is completely untrue
OVERALL ASSESSMENT
16
6
27
23
17
20
6
4
4
3
3
5
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
Score 1Score 2Score 3Score 4
1= is completely true, 2= is partially true, 3= isn’t true, 4= is completely untrue
10
Pro
ject
473
9
4
2
5
-
Top/bottom score: sector
Target group differentiation:“Access to information that is independent of the location”
Base:
Question 1
With predefined responsesIn percent
“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: employees
Sole decision-makers
Joint decision-makers
1
3 100 - 500
IT
500+
Government, administration
20 - 100
1 - 20
19
38
27
28
28
32
Industry, technology
Computer
33
19
33
25
29
2
15
4
-
-
Banks, consultancy
Top ScoreBottom Score
382 respondents * = Top score = 1 / is completely true Bottom score = 4 / is completely untrue
Base: 233/ 94 Base: 109/ 68/ 52/ 123 Base: 142/ 30/ 27/ 49/ 28
11
Pro
ject
473
9
Target group differentiation:“Easing the burden” function of communications end devices
Base:
Question 1
With predefined responsesIn percent
“The communications end devices I currently use enrich my daily working life with regard to features and functionality.”
1
1
4
-
Top/bottom score: ability to decide Top/bottom score: employees
Sole decision-makers
Joint decision-makers
3
2 100 - 500
500+
20 - 100
1 - 20
36
3237
42
30
36
Top/bottom score: sector
IT
Government, administration
Industry, technology
Computer
33
30
33
35
36
1
3
7
2
4
Banks, consultancy
Top ScoreBottom Score
382 respondents in total * = Top score = 1 / is completely true Bottom score = 4 / is completely untrue
With predefined responsesIn percent
Base: 233/ 94 Base: 109/ 68/ 52/ 123 Base: 142/ 30/ 27/ 49/ 28
12
Pro
ject
473
9
Target group differentiation :“Certainty of recourse to the best and most reasonably priced communications infrastructure”
Base:
Question 1
With predefined responsesIn percent
“I’m certain that my communications end devices always use the most suitable and most reasonably priced infrastructure.”
3
4
8
8
Top/bottom score: ability to decide Top/bottom score: employees
Sole decision-makers
Joint decision-makers
6
6 100 - 500
500+
20 - 100
1 - 20
9
19
15
17
14
17
Top/bottom score: sector
IT
Government, administration
Industry, technology
Computer
10
15
14
13
21
6
11
8
4
-
Banks, consultancy
Top ScoreBottom Score
382 respondents * = Top score = 1 / is completely true Bottom score = 4 / is completely untrue
With predefined responsesIn percent
Base: 233/ 94 Base: 109/ 68/ 52/ 123 Base: 142/ 30/ 27/ 49/ 28
13
Pro
ject
473
9
Target group differentiation :“Reliability of the communications infrastructure”
Base:
Question 1
With predefined responsesIn percent
“My communications infrastructure can take the strain. In the past 6 months, no breakdown in communications has negatively affected my business.”
1
4
6
7
Top/bottom score: ability to decide Top/bottom score: employees
Sole decision-makers
Joint decision-makers
2
5 100 - 500
500+
20 - 100
1 - 20
22
27
36
38
34
31
Top/bottom score: sector
IT
Government, administration
Industry, technology
Computer
33
26
39
31
43
3
1
2
5
2
Banks, consultancy
Top ScoreBottom Score
382 respondents * = Top score = 1 / is completely true Bottom score = 4 / is completely untrue
With predefined responsesIn percent
Base: 233/ 94 Base: 109/ 68/ 52/ 123 Base: 142/ 30/ 27/ 49/ 28
14
Pro
ject
473
9
Target group differentiation :“Openness in the communications infrastructure”
Base:
Question 1
With predefined responsesIn percent
“My organisation’s communications infrastructure is based on open standards, and it supports the collaboration of various providers and the integration of IT processes.”
6
7
4
5
Top/bottom score: ability to decide Top/bottom score: employees
Sole decision-makers
Joint decision-makers
7
5 100 - 500
500+
20 - 100
1 - 20
29
13
26
17
21
23
Top/bottom score: sector
IT
Government, administration
Industry, technology
Computer
27
19
29
19
21
6
3
4
4
-
Banks, consultancy
Top ScoreBottom Score
382 respondents * = Top score = 1 / is completely true Bottom score = 4 / is completely untrue
Base: 233/ 94 Base: 109/ 68/ 52/ 123 Base: 142/ 30/ 27/ 49/ 28
15
Pro
ject
473
9
Target group differentiation:“Flexibility of service providers”
Base:
Question 1
With predefined responsesIn percent
“My communications service provider supports changes in my organisation just as rapidly as best suits our business.”
5
3
8
2
Top/bottom score: Ability to decide Top/bottom score: employees
Sole decision-makers
Joint decision-makers
5
3 100 - 500
500+
20 - 100
1 - 20
10
15
18
17
17
12
Top/bottom score: sector
IT
Government, administration
Industry, technology
Computer
7
19
20
13
14
5
4
6
-
-
Banks, consultancy
Top ScoreBottom Score
382 respondents * = Top score = 1 / is completely true Bottom score = 4 / is completely untrue
Base: 233/ 94 Base: 109/ 68/ 52/ 123 Base: 142/ 30/ 27/ 49/ 28
16
Pro
ject
473
9
Respondents’ comments/remarks/wishes
Base: 382 respondents
Question 2
Just one mention “Communication is the future”
17
Pro
ject
473
9
1. Methodological aspects
2. Satisfaction in the area of ITC
3. Profile of those taking part in the survey
4. Management summary
18
Pro
ject
473
9
Profile of those taking part in the survey: decision-making role when buying information and communications technologies
Base:
Question 3
With predefined responsesIn percent
61
25
14
The decision-making role
… I’m a joint decision-maker
… I’m the sole decision-maker
… neither one nor the other
What role do you play when buying information and communications
technologies?
382 respondents
19
Pro
ject
473
9
7
4
4
2
2
85
Joint decision-makersSole decision-makersTotal
Profile of those taking part in the survey: company’s main markets (1)
Base:
Question 4
Without predefined responsesIn percent
382 respondents
Europe
Latin America
North America
Asia
Near East
South America
82
6
2
5
2
-
92
7
6
3
3
3
Multiple responses were possible
20
Pro
ject
473
9
87
6
7
3
-
-
88
10
6
2
4
4
4
1
1
2
1
92
100-50020-1001-20
Profile of those taking part in the survey: company’s main markets (2) – Global number of employees split -
Base:
Question 4
Without predefined responsesIn percent
382 respondents
Multiple responses were possible
500+
Europe
Latin America
North America
Asia
Near East
South America
86
11
7
8
4
4
21
Pro
ject
473
9
73
10
3
7
-
-
81
4
4
-
-
-
9
7
5
3
4
87
Banks, consultancyGovernment, administration
IT, telecommunications
Profile of those taking part in the survey: company’s main markets (3) – Sectors split -
Base:
Question 4
Without predefined responsesIn percent
382 respondents
Multiple responses were possible
Industry, technology
Europe
Latin America
North America
Asia
Near East
South America
92
6
2
4
4
-
22
Pro
ject
473
9
94
4
4
2
2
-
11
11
-
-
-
93
OtherComputer
Profile of those taking part in the survey: company’s main markets (4) – Sectors split -
Base:
Question 4
Without predefined responsesIn percent
382 respondents
Multiple responses were possible
Europe
Latin America
North America
Asia
Near East
South America
23
Pro
ject
473
9
61
4
2
2
30
Joint decision-makersSole decision-makers
Germany
Other (individual mentions)
Taiwan
Netherlands
United Kingdom
Total
Profile of those taking part in the survey: company's base (1)
Base:
Question 5
Without predefined responsesIn percent
382 respondents
49
7
3
4
36
70
3
2
24
-
24
Pro
ject
473
9
4
1
18
77
-
100-50020-1001-20
Profile of those taking part in the survey: company's base (2) – Global number of employees split -
Germany
Other (individual mentions)
Taiwan
Netherlands
United Kingdom
Base:
Question 5
Without predefined responsesIn percent
382 respondents
44
9
9
4
34
52
8
40
-
-
500+
63
2
2
2
30
25
Pro
ject
473
9
61
6
1
2
29
Banks, consultancyGovernment, administration
IT, telecommunications
Profile of those taking part in the survey: company's base (3)– Sectors split -
Germany
Other (individual mentions)
Taiwan
Netherlands
United Kingdom
Base:
Question 5
Without predefined responsesIn percent
382 respondents
73
3
23
-
-
74
26
-
-
-
Industry, technology
88
12
-
-
-
26
Pro
ject
473
9
61
4
18
4
14
OtherComputer
Profile of those taking part in the survey: company's base (4) – Sectors split -
Germany
Other (individual mentions)
Taiwan
Netherlands
United Kingdom
Base:
Question 5
Without predefined responsesIn percent
382 respondents
56
12
6
27
-
27
Pro
ject
473
9
37
13
8
7
7
14
14
Joint decision-makersSole decision-makersTotal
Profile of those taking part in the survey: company’s sector (1)
Base:
Question 6
Without predefined responsesIn percent
382 respondents
IT and telecommunications
Banks, consultancy
Government, administration
Industry, technology
Computer
Other
No information
38
10
10
11
5
15
12
41
15
6
6
8
15
9
28
Pro
ject
473
9
46
6
7
11
8
13
8
100-50020-1001-20
Profile of those taking part in the survey: company’s sector (2)– Global number of employees split -
Base:
Question 6
Without predefined responsesIn percent
382 respondents
38
16
12
6
15
13
-
35
10
12
2
2
25
15
500+
37
20
10
4
11
11
8
IT and telecommunications
Banks, consultancy
Government, administration
Industry, technology
Computer
Other
No information
29
Pro
ject
473
9
Profile of those taking part in the survey: number of phone and fax numbers on the business card (1)
Base:
Question 7
Without predefined responsesIn percent
382 respondents
1 Phone or fax number
5 Phone or fax numbers
3 Phone or fax numbers
2 Phone or fax numbers
4 Phone or fax numbers
6 Phone or fax numbers
30
34
3
2
1
10
Joint decision-makersSole decision-makersTotal
9
30
37
1
2
-
11
33
35
3
3
-
30
Pro
ject
473
9
13
31
38
1
-
-
8
31
29
2
2
2
33
31
5
3
2
15
100-50020-1001-20
Profile of those taking part in the survey: number of phone and fax numbers on the business card (2) – Global number of employees split -
Base:
Question 7
Without predefined responsesIn percent
382 respondents
500+
6
29
41
2
3
-
1 Phone or fax number
5 Phone or fax numbers
3 Phone or fax numbers
2 Phone or fax numbers
4 Phone or fax numbers
6 Phone or fax numbers
31
Pro
ject
473
9
7
37
27
-
-
-
15
30
26
4
7
-
28
44
1
3
1
11
Banks, consultancyGovernment, administration
IT, telecommunications
Profile of those taking part in the survey: number of phone and fax numbers on the business card (3) – Sectors split -
Base:
Question 7
Without predefined responsesIn percent
382 respondents
Industry, technology
14
29
39
2
2
2
1 Phone or fax number
5 Phone or fax numbers
3 Phone or fax numbers
2 Phone or fax numbers
4 Phone or fax numbers
6 Phone or fax numbers
32
Pro
ject
473
9
12
40
23
10
2
-
7
39
29
4
-
-
OtherComputer
Profile of those taking part in the survey: number of phone- and fax numbers on the business card (4) – Sectors split -
Base:
Question 7
Without predefined responsesIn percent
382 respondents
1 Phone or fax number
5 Phone or fax numbers
3 Phone or fax numbers
2 Phone or fax numbers
4 Phone or fax numbers
6 Phone or fax numbers
33
Pro
ject
473
9
46
29
8
2
1
1
Joint decision-makersSole decision-makersTotal
Profile of those taking part in the survey: number of end devices that respondents carry with them (1)
Base:
Question 8
Without predefined responsesIn percent
382 respondents
No device
Four devices
Two devices
One device
Three devices
Five devices
2
36
27
14
2
4
53
30
6
3
-
-
34
Pro
ject
473
9
51
24
10
1
-
- 2
42
29
8
2
-
51
30
6
3
4
1
100-50020-1001-20
Profile of those taking part in the survey: number of end devices that respondents carry with them (2) – Global number of employees split -
Base:
Question 8
Without predefined responsesIn percent
382 respondents
500+
46
33
7
2
-
-No device
Four devices
Two devices
One device
Three devices
Five devices
35
Pro
ject
473
9
3
30
47
10
-
-
56
26
4
4
-
-
52
31
8
1
1
1
Banks, consultancyGovernment, administration
IT, telecommunications
Profile of those taking part in the survey: number of end devices that respondents carry with them (3) – Sectors split -
Base:
Question 8
Without predefined responsesIn percent
382 respondents
Industry, technology
65
14
6
6
2
-No device
Four devices
Two devices
One device
Three devices
Five devices
36
Pro
ject
473
9
2
40
31
8
4
2
43
32
11
4
-
-
OtherComputer
Profile of those taking part in the survey: number of end devices that respondents carry with them (4) – Sectors split -
Base:
Question 8
Without predefined responsesIn percent
382 respondents
No device
Four devices
Two devices
One device
Three devices
Five devices
37
Pro
ject
473
9
1. Methodological aspects
2. Satisfaction in the area of ITC
3. Profile of those taking part in the survey
4. Management summary
38
Pro
ject
473
9
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
Pro
ject
473
9
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.