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2004 Customer Satisfaction Survey - Wellsite Contractors - Volume 1: Detailed Ratings Report


Description: Exclusive customer satisfaction ratings for 24 major wellsite contractors.

This report offers an in-depth look at customer satisfaction within the oilfield services sector and provides unprecedented frameworks for identifying relative strengths and weaknesses of individual contractors. Based on results from more than 1,000 evaluations completed from September 2003 through January 2004 by 191 respondents at over 80 E&P companies worldwide, these reports offer highly-relevant and timely information regarding how producers rate 24 major service companies across key service attributes and segments.

Attributes Rated

- Overall satisfaction
- General price levels
- Prices paid for quality received
- Quality and reliability of office personnel
- Responsiveness to requests for new technologies
- Ability to apply both in-house and third-party technologies
- Quality of pre-job planning & design and post-job reporting & review
- Quality of in-house safety & environmental policies and procedures
- Perceived safety & environmental record
- Accountability in resolving problems and disputes
- Ability to provide necessary expertise, personnel and equipment
- Size and scope to meet geographic and technical requirements
- Overall willingness to recommend
- Price competitiveness vs. competitors'
- Quality and reliability of field personnel
- Quality, reliability and condition of field equipment
- Ability to develop value-creating technologies and processes
- Ability to complete jobs on schedule and as specified
- Ability to apply lessons learned and continually improve
- Respect for other companies' safety & environmental policies and procedures
- Flexibility and responsiveness to customer needs
- Perceived integrity and ethical behavior
- General capabilities to meet job requirements

Profile of Survey Respondents

- All indicated having "significant experience" in selecting, managing or working with wellsite contractors.
- Respondents from U.S. and international producers, supermajors, majors, independents, NOCs and upstream consultants.
- Over 90% indicated having primary decision-making responsibility or involvement in the selection process.
- Over 90% of respondents indicated having 10+ years of upstream experience; 60% indicated 20+ years of experience.

This flagship report contains 350+ pages of data, tables, graphs, background and other details from our 2004 Wellsite Contractors 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

Service Categories

- Contract Drilling – Land
- Contract Drilling – Offshore
- Drilling-Related Services
- Well Completions
- Formation & Well Evaluation
- Workovers & Well Servicing

Respondent Types

- Multinationals & Large Nocs
- Independents & Smaller Nocs
- Primary Decision-Makers

Global Regions

- U.S. & Canada
- Latin America
- Europe & Fsu
- Middle East & Africa
- Asia-Pacific

Well Types

- Land
- Shelf
- Deepwater

The report is specifically designed for those interested in understanding in detail how major wellsite contactors perform across multiple service attributes, categories, respondent types, global regions 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 of Results

Section 3 – Ratings by All Respondents

A. Total Satisfaction
B. Service Areas & Attributes
C. Global Regions
D. Service Categories
E. Well Types

Section 4 – Ratings by Respondents from Multinationals & Large National Oil Companies

A. Total Satisfaction
B. Service Areas & Attributes
C. Global Regions
D. Service Categories
E. Well Types

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

A. Total Satisfaction
B. Service Areas & Attributes
C. Global Regions
D. Service Categories
E. Well Types

Section 6 – Ratings by Primary Decision-Makers

A. Total Satisfaction
B. Service Areas & Attributes
C. Global Regions
D. Service Categories
E. Well Types

Section 7 – Survey Outline


Companies Mentioned - Baker Hughes - BJ Services - Diamond Offshore - ENSCO International - Expro Group - Frank's Casing Crew - Frank's International - GlobalSantaFe - Grey Wolf - Geoservices - Halliburton - Helmerich & Payne - Key Energy Services - M-I - Nabors Industries - Noble Drilling - Parker Drilling - Patterson-UTI - Precision Drilling - Schlumberger - Smith International - Transocean - Weatherford International - Wood Group


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