2004 Customer Satisfaction Survey - Wellsite Contractors - Volume 2: Detailed Analysis Report - Market Research Reports - Research and Markets

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2004 Customer Satisfaction Survey - Wellsite Contractors - Volume 2: Detailed Analysis Report

Description:

In-depth analysis of customer satisfaction ratings for 24 wellsite contractors.

The 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.

This report is designed to assist readers in understanding the financial and operational implications of customer satisfaction in the oilfield services sector. Its 250+ pages are packed with insightful and original analyses, including the "importance" that producers place on such attributes as pricing, reliability, technical capabilities, job quality, safety & environmental, service & professionalism and corporate capabilities. Specifically, the report focuses on the following:

- Examination and quantification of the relationship between financial performance and customer satisfaction in the oilfield services sector.
- Identification of satisfaction drivers as determined by direct feedback from producers as well from statistical analysis.
- Recommendations for resource allocation strategies to enhance and optimize customer satisfaction across various customer types.
- Analysis of the role service consistency plays in customer satisfaction.
- Other insights and analyses to assist readers looking to increase their understanding of the role customer satisfaction plays in the oilfield services sector.

A valuable tool for anyone looking for independent discussion and analysis of how customer service and satisfaction impacts operational and financial performance in the oilfield services sector.

Contents:

Executive Summary

Introduction

A. Purpose
B. Report Organization
C. Glossary

Section 1 Attribute Importance Levels

A. High-Importance Attributes
B. Moderate-Importance Attributes
C. Low-Importance Attributes
D. Fundamental Attributes

Section 2 Resource Allocation

A. Performance Gaps
B. Resource Allocation Matrices (Rams)
C. Resource Allocation Strategies
D. Applying Rams

Section 3 Financial Impacts of Customer Satisfaction

A. Perspectives
B. Customer Loyalty and Retention
C. Ties to Profitability
D. Calculating the Rewards
E. Implications for Contractors

Section 4 Understanding the Ratings

A. Distribution of Ratings
B. Comparisons with Other Industries
C. Actual vs. Expected Ratings
D. Benefits of Service Consistency

Exhibit 1 Performance Gaps
Exhibit 2 Resource Allocation Matrices (Rams)

Appendix 1 Direct Vs. Indirect Importance

Appendix 2 Additional Information

A. Survey Overview
B. Service Categories
C. Service Attributes and Sub-Attributes
D. Summary Survey Results
E. Profile of Survey Respondents
F. Survey Methodologies
G. Survey Content

Summary:

Attributes Examined

- Pricing
- Reliability
- Technology
- Job Quality
- Safety & Environmental
- Service & Professionalism
- Corporate Capabilities

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.

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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