ASSURED 2011

Management Report

 

Customers

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.

Overview
  • SSRS Revenue €11,319 million IFRS Software and software-related service revenue increased from €9,794 million in 2010 to €11,319 million in 2011, representing an increase of 16%.
    Management Report
  • Operating Margin 34.3% Our IFRS operating margin widened 13.5 percentage points to 34.3% in 2011 (2010: 20.8%). The reduction of the TomorrowNow litigation provision had a 5.0 percentage point positive effect on operating margin in 2011; in 2010, we had significantly increased the provision, which had a negative impact of 7.9 percentage points on operating margin.
    Management Report
  • Earnings per Share €2.89 At €2.89, earnings per share showed a significant increase from the previous year’s value of €1.52. 
    Financial Statements
  • Employee Engagement 77% In our 2011 internal employee survey, our overall engagement score increased to 77%, above what we have achieved in a number of years and higher than at comparable companies.
    Management Report
  • Customer Satisfaction 7.7 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.
    Management Report
  • GHG Emissions 490 kilotons In parallel with the increase in our revenue, some activities required to support our business, such as travel to serve our customers, also increased, which ultimately led to an increase in our total greenhouse gas emissions. SAP’s greenhouse gas emissions increased 8% worldwide to 490.
    Management Report
  • Interactive Charts
    The key data comparator visualizes the development of various corporate key indicators from 2007 to 2011. You can choose to view the information either in a bar or a line chart. 
    Chart Generator