Management Report



SAP helps companies realize their full potential. Whether it is helping companies out-compete, out-innovate, out-serve or out-transform their competitors, SAP has but one mission – to make every business a best-run business. 

For more information about how SAP solutions help companies run better from the economic, environmental, and social perspectives, see the Portfolio of Software and Services section. 

Customer Satisfaction

We firmly believe that SAP’s success was and will always be linked to the success and satisfaction of our customers. And one of the most important ways that we can create positive impact is through the actions of our customers, such as their use of our software to help increase their efficiency. We measure customer satisfaction using a number of indicators. Most importantly, we analyze overall satisfaction. On a scale of 1 to 10, overall customer satisfaction remains at a satisfactory level of 7.7 globally, compared to 7.6 in 2010. With these results, we have reached our target of 7.7 for 2011. We are working to move beyond specific scores to focus on our response to customer survey results, with enhanced emphasis on listening to customers and responding to issues. These improvements will be implemented throughout 2012. 

Here is a selection of customers by region that chose SAP software in 2011:

Europe, Middle East, and Africa (EMEA) Region
Americas Region
Asia Pacific Japan (APJ) Region
User Groups

To date, SAP customers have established 30 user groups worldwide. The goal of these user-guided networks is to share hands-on knowledge of SAP software and play a role in guiding SAP’s development efforts. The two largest are the Americas’ SAP Users’ Group (ASUG), and the German-Speaking SAP User Group (DSAGDSAGAbbreviation for Deutschsprachige SAP-Anwendergruppe (German-Speaking SAP Users’ Group), which has around 26,000 members in German-speaking countries.). SAP supports these highly influential groups and encourages them to share their expertise, experience, and insights with all SAP users and stakeholders. SAP User Group Executive Network (SUGEN), which encompasses 16 SAP user groups, has the shared aim of defining priorities and agreeing plans of action to focus communication between SAP and its user groups throughout the world.