Capgemini tops outsourcing customer satisfaction league

A study of 160 organisations, representing £10bn per annum of IT outsourcing contracts, has rated Capgemini and Cognizant as the service providers with the highest level of customer satisfaction.

A study of 160 organisations, representing £10bn per annum of IT outsourcing contracts, has rated Capgemini and Cognizant as the service providers with the highest level of customer satisfaction.

The two companies ranked top, with 79% of IT decision makers surveyed by outsourcing advisor Equaterra saying they were happy with the service they received.

Other firms that scored highly were Computacenter (78%), Steria (77%), Logica (74%) and Siemens(73%).

The top performing European providers have emulated the Indian outsourcers, which rated highly on customer satisfaction in previous years, said Lee Ayling, managing director of Equaterra.

"The outsourcers with the best customer satisfaction have reorganised to empower their staff, making sure account executives are not just sales people, but are able to take responsibility for bringing services to the client that they can deliver," he said.

Capgemini had increased its focus on its staff, while Logica, under new managing director Andy Green, was revamping its account executive teams. Logica has shown the biggest improvement in customer satisfaction which has led to a 25% rise in contracts founded on strategic relationships, said Ayling.

The study showed that IT decision makers valued service providers that understood their business, could deliver innovation and offered flexibility.

Successful outsourcing firms were increasingly building industry-focused practices rather than developing technology competency centres, in an attempt to better understand clients' business needs, said Ayling.

Suppliers that had been outsourcing for 10 or more years and had been through two or three contracts were better placed to manage contracts than those businesses with less experience, the research found.

IT departments that were able to manage their outsourcing contracts effectively, were generally happier with the contract than those who had less outsource contract management.

As in last year's, study Equaterra found that organisations were outsourcing to save money and increase financial flexibility.

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