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CSC defends record on customer service

Cliff Saran

Computer Sciences Corporation (CSC) has defended itself after coming bottom of a league-tablelooking at how IT decision makers rated service providers.

The IT services company scored 51% for customer satisfaction, coming in last place behind Verizon Business at 58% and HP/EDS and BT both at 59% in the study of customer satisfaction by outsourcing advisor Equaterra.

Responding to the study, CSC said, "Whilst CSC takes all indicators of client opinion very seriously, the findings from this particular survey seem somewhat at odds with our own regular client satisfaction indicators.

"These reveal a healthy picture with high levels of customer satisfaction across the our client base in the UK, with some of the largest accounts reporting record highs this year, and showing a picture of continued year-on-year improvement in both IT and relationship performance in many cases.

"A similar picture is borne out by CSC's positioning in other external adviser surveys. However, in light of the results of this particular survey, we are talking with all of our clients to validate and better understand the findings and take any necessary actions."

Lee Ayling, managing director of Equaterra, said that although CSC has had a change in leadership, it has yet to influence the perception of buyers.

HP/EDS has battled with the threat of strike action. EDS staff based at the Department for Work and Pensions, unhappy with their treatment under HP, recently voted to strike. The strike was called off, when HP's management agreed to speak to representatives of the Public and Commercial Services Union (PCS).


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