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2005 Customer Satisfaction Survey - Wellsite/Drilling Equipment & Materials - Volume 1: Detailed Ratings Report


Description: Exclusive customer satisfaction ratings for 28 major wellsite/drilling equipment and materials manufacturers.

This report offers an in-depth look at customer satisfaction within the oilfield equipment and materials sector and provides unprecedented frameworks for identifying relative strengths and weaknesses of individual manufacturers. Based on results from almost 1,300 evaluations completed from October 2004 through March 2005 by 229 respondents at 107 E&P companies, drilling contractors and upstream consultants worldwide, the reports offer highly-relevant and timely information regarding how customers rate 28 major manufacturers across key attributes and segments.

The report is specifically designed for persons and companies interested in understanding in detail how major manufacturers of wellsite / drilling products perform across multiple product and manufacturer attributes, categories, respondent types, regions of use, and well types.


Contents: Section 1 Overview

A. Overview
B. Behind the Numbers
C. Presentation of Data
D. Distribution of Ratings
E. Methodologies
F. Survey Structure

Section 2 Summary Results

Section 3 Ratings by All Respondents

A. Total Satisfaction
B. Product & Manufacturer Attributes
C. Global Regions
D. Product Categories
E. Well Types
F. Applications

Section 4 Ratings by Respondents From Multinationals & Large National Oil Companies

A. Total Satisfaction
B. Product & Manufacturer Attributes
C. Global Regions
D. Product Categories
E. Well Types
F. Applications

Section 5 Ratings by Respondents from Independents, Regionals & Smaller National Oil Companies

A. Total Satisfaction
B. Product & Manufacturer Attributes
C. Global Regions
D. Product Categories
E. Well Types
F. Applications

Section 6 Ratings by Primary Decision-Makers

A. Total Satisfaction
B. Product & Manufacturer Attributes
C. Global Regions
D. Product Categories
E. Well Types
F. Applications

Section 7 Survey Outline



Summary: Attributes Rated

- Overall satisfaction
- Willingness to recommend
- General price levels
- Price competitiveness vs. competitors'
- Prices paid for quality received
- Ability to perform to specifications and expectations
- Durability and length of life
- Adequacy of in-house quality controls and inspection processes
- Health, safety & environmental features and performance of products
- Degree to which products and upgrades are value-adding
- Technical soundness and sophistication of products
- Ease and cost of installation, operation and maintenance
- Degree to which products are delivered on time and as ordered
- Adequacy of inventory held by company and / or distributors
- Geographic coverage of company and its distributors
- Quality, reliability, and responsiveness of sales personnel and representatives
- Quality, reliability, and responsiveness of technical personnel
- Quality, reliability, and responsiveness of field personnel
- Accountability, flexibility and responsiveness after sale
- Strength of product warranties and guarantees
- Availability, cost and quality of replacement parts and refurbishments
- Depth & breadth of product offerings
- Quality and availability of product performance data and documentation
- Overall capabilities and resources of company

Profile of Survey Participants

- All indicated having "significant experience" in selecting or utilizing wellsite / drilling equipment and materials.
- Participants from U.S. and international supermajors, majors, independents, NOCs, drilling contractors, and upstream consultants.
- Over 90% indicated having primary decisionmaking responsibility or involvement in the product selection process.
- Over 85% of respondents indicated having 10+ years of upstream experience; over 60% indicated 20+ years of experience.

This flagship report contains 450+ pages of data, tables, graphs, background and other details from our 2005 Wellsite / Drilling Equipment & Materials Survey. Contents include 1-to-10 point ratings, scaled scores, top-to-bottom rankings, evaluation counts, category means and medians, high and low ratings, and ratings consistency measurements.

Ratings Across Multiple Segments

Product Categories

- Drill Bits
- Downhole & Directional Drilling Equipment
- Drilling Materials
- Rig & Drilling Equipment
- Fluids & Chemicals
- Completion Equipment & Materials
- Oil Country Tubular Goods
- Wellheads & Trees
- Production Equipment
- Artificial Lift Equipment
- Offshore & Subsea Equipment

Respondent Types

- Multinationals & Large NOCs
- Independents & Regionals
- Primary Decisionmakers

Well Types & Applications

- Onshore
- Shelf
- Deepwater
- Horizontal & Directional
- Managed-Pressure
- Heavy Crude
- CBM
- HP/HT
- Harsh Climate
- High H2S


Companies Mentioned - ABB Vetco Gray - Aker Kvaerner - Baker Hughes - BJ Services - Caterpillar - Cooper Cameron - Davis-Lynch - Derrick Equipment - Dril-Quip - Expro Group - FMC Energy Systems - Gardner Denver - Grant Prideco - Halliburton - Hydril - Lufkin Industries - M-I SWACO - NATCO Group - National Oilwell - Precision Drilling - Schlumberger - Scientific Drilling - Smith International - Tenaris - V&M Tubes - Varco - Weatherford International - Wood Group.


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