TCS Nordic #1 in IT services customer satisfaction for sixth consecutive year

Stockholm, 4 May, 2015: Tata Consultancy Services (TCS) has maintained the number one position in Nordic IT services customer satisfaction for the sixth consecutive year. The latest win comes in the 2015 iteration of the annual Nordic IT Outsourcing Study by Whitelane Research and PA Consulting. The survey covers the opinions of more than 320 CIOs, CFOs or their direct reports in the top IT spending organizations in Denmark, Finland, Norway and Sweden. Collectively, the participants of the research evaluated 27 IT service providers – and over a thousand unique IT outsourcing contracts.

TCS came out on top with an overall client satisfaction score of 87%, the highest among the service providers, five points ahead of the runner-up, and dramatically above the industry average of 73%.

“Customer-centricity is everything to us,” says Amit Bajaj, Head of Northern Europe, TCS. “We help by leading change hand-in-hand with our clients. We aim to provide the best service experience, and our commitment to delivery excellence is well known. To be acknowledged by our customers this way is the highest accolade we can think of. We feel thankful and privileged to work with the leading companies in the Nordics.”

Overall, at the Nordic level, TCS is number one in the criteria of service delivery quality, escalation effectiveness, account management, proactivity, change management and innovation. 96% of the respondents said that they were likely to renew their contract with TCS.

TCS has a clear lead against the rest of the field in proactivity with a score of 81% against the runner-up, at 72% and in change management, with a score of 84% against the runner-up, at 77%. Furthermore, TCS is at the top in the three IT domains of application development, maintenance and testing; data center and application hosting; and end-user services.

“TCS’ ability to maintain focus on customer service is remarkable,” says Jef Loos, Head Sourcing Research Europe at Whitelane Research. “While many competitors have improved their level of customer satisfaction, TCS has managed to enhance its performance even further, maintaining its lead.”

Recently, TCS has reported on the completion of successful customer initiatives with Tryg, in IT infrastructure transformation, and with If P&C Insurance, in transitioning mainframe-based business critical insurance applications.

Earlier this year, TCS reported on having been ranked #1 in Europe’s largest ever survey of IT customer satisfaction among business leaders, the findings of which were included the 2014 Nordic IT Outsourcing Study, the precursor to this year’s research in the Nordics.

Whitelane Research and PA Consulting conducted the 2015 Nordic IT Outsourcing Study in collaboration. Whitelane Research is an independent organization focused on and dedicated to sourcing and outsourcing research and events. PA Consulting is a management consulting firm operating worldwide with over 2,500 employees.

Additional information

TCS
Jirimiko Oranen, Head of Communications, Nordic Region
jirimiko.oranen@tcs.com
+358 40 75 66 655

Whitelane Research
Jef Loos, Head Sourcing Research Europe
jef.loos@whitelane.com
+32 47 52 30 852

PA Consulting
Tom Krohn, Partner
tom.krohn@paconsulting.com
+47 41 66 36 66