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HP launches Total Partner Experience survey


HP has announced the commencement of its annual Total Partner Experience (TPE) survey due to run today until 11 June 2008.

TPE measures the Sales and Service Partner’s (SSPs) overall impression of their relationship with HP, providing a feedback mechanism for HP to address partner concerns and supplying input for partner account development.
In April 2008, HP pledged its commitment to its top partners at the launch of its Preferred Partner Programme in San Francisco, emphasising loyalty to partners who have the same drive, ambition and commitment to HP.
The TPE survey will only be run once this year and will be backed with more targeted surveys when necessary.
“Our Preferred Partners invest heavily in HP and we need their valuable feedback to create a continuously competitive programme that revolves more closely around their unbeatable customer proposition,” says Mark Perry, HP’s Channel Manager.
“It is through our partner responses that we can listen and act to address the concerns that they have.  We see our partners as an extension of HP and as HP’s reflection and we’d like them to like what they see,” he adds.
Directed at SSPs in 24 countries, TPE is HP’s largest channel study, normally generating around 3 500 responses. TPE primarily quantifies ease of doing business with HP, enabling the company to set goals and prioritise actions to deliver an improved partner experience.
The Partner Loyalty Index generated by HP’s recent TPE survey in October 2007, paints an encouraging picture of the company’s partner loyalty landscape in South Africa. It shows that more than 70% of resellers are ‘very satisfied/satisfied’ with HP and are ‘very likely/likely to actively promote and recommend’ HP.
According to the survey, resellers noted HP’s Certified Professional Programme to be a significant aid in increasing sales and that the Certified Professionals appear to be very loyal to HP. In addition, partners responded positively and showed great satisfaction on the topic of HP channel programme strategy and implementation.
Perry says HP’s technology is only one element in customer satisfaction. With over 70% of HP’s business done through the channel, he says understanding partners’ business issues are equally vital in achieving end-user satisfaction in HP’s solutions.
“This can only be achieved through regular feedback from our partners which also enables HP to accelerate the momentum by providing programmes that show Preferred Partners real results.”
Although the survey can be completed in anonymity, HP encourages participating partners to identify themselves as it enables the company to address their concerns directly.
“HP depends heavily on the infrastructure of our partners and regards resellers and distributors as an extension of HP’s own business,” says Perry. “Our resolve and commitment to our channel partners is stronger than ever.  We would like our partners to like what they see.”