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TCS retains #1 position in the Nordics for customer satisfaction for the eighth consecutive year

Blogginlägg   •   Apr 24, 2017 11:13 CEST

  • Independent survey of more than +350 CXOs from the Nordics shows a clear appetite for outsourcing.
  • Core business excellence is the highest priority for organisations continuously (60%), so they source to be able to focus.
  • 2017 is the first year innovation entered the list as a primary driver to outsourcing.
  • TCS ranked as number one in the Nordics with 82% satisfaction score

Stockholm, 24 April 2017: Tata Consultancy Services, a leading global IT services, consulting and business solutions organization, has been named number one for customer satisfaction in a large Nordic report of IT service providers. This is the eighth year in a row that TCS has achieved the highest level of customer satisfaction in the Nordics, leading the way for customer centricity in an evolving, fast-paced digital economy.

Conducted across all four Nordic countries by Whitelane Research in 2017, the study is based on the experiences of more than 350 business leaders, who oversee +1000 IT services contracts with a combined annual total contract value of over 5.5 billion Euros. The in-depth research looks into 32 vendors, examining their performance, customer satisfaction levels and delivery quality across IT services sector.

With a satisfaction score of 82% in 2017, TCS occupied first place in the rankings for the whole of the Nordic region – 12% over average. The report also clearly shows that there is still an appetite for outsourcing among companies in the Nordics. 77% of all respondents in the study confirm that they will continue to outsource at the same rate or more.

This is a good indication that the Nordic market still has significant growth potential, however this varies between the sectors. Whilst 44% say they will outsource more, 9% say they will outsource less and 14% do not yet know what their outsourcing plans will look like in the next few years.

In addition to overall customer satisfaction, the Whitelane Study assesses each company based on 8 key performance indicators (KPIs). In the Nordics, TCS was named as the best performer in five individual KPIs: Service delivery quality, Account management, Proactivity, Price Level, and Transformation quality. TCS was the only service provider ranked more than 5% over average in all KPIs in the Nordic region.

This year’s Whitelane report highlighted that core business excellence is the highest priority for Nordic organisations continuously (60%), so they source to be able to focus. Using sourcing for cost reduction is still important for organisations to stay competitive in their markets (cited by 59%), however this has dropped since last year (cited by 67%). Innovation is becoming increasingly important for the Nordic organisations and outsourcing is increasingly used as a lever for this. 2017 is the first year innovation entered the list as a primary driver to outsourcing.

Amit Bajaj, CEO Europe at TCS commented: “We have been consistently recognized as the industry leader in customer satisfaction in the Nordics so I’m delighted that we’ve come out on top for the eighth year running in the independent study by Whitelane. At TCS, our commitment to the customer is unrelenting and is at the heart of our continued success and growth. In a business environment which is rapidly changing through digital, we not only providing certainty around core operations but also act as a trusted partner on the digital transformation journey. The verdict of 350 CXOs underscores the value we continue to deliver to our customers across the region.”

Jef Loos, Head of Sourcing at Whitelane Research, said: “Time after time the Nordic countries place themselves at the very top in global innovation rankings. To be the most appreciated digital transformation partner in this fiercely competitive environment is to me an outstanding achievement.”

The Nordic Whitelane Study combines all of the data from Whitelane’s annual extensive IT outsourcing studies, interviewing sourcing executives (CIOs/CFOs) about their outsourcing plans and their opinions on service providers. The study was conducted through interviews with senior-level executives with influence over corporate IT strategy and IT sourcing decisions. For more information, visit www.whitelane.com.

For additional information:

Mattias af Geijerstam
TCS Director of Communications, Nordic Region
mattias.afgeijerstam@tcs.com
+46 723989188