The survey ranked 28 IT service providers based on responses from more than 200 CxOs and senior decision makers in the Netherlands. It investigated over 400 unique IT sourcing relationships as well as more than 400 cloud sourcing relationships to assess service providers on nine key performance indicators along service delivery, relationship, commercial and transformation. It also measured satisfaction by IT domains.
This is the sixth consecutive year that TCS was ranked at the top position by its clients in the Netherlands, with an overall satisfaction score of 87%, compared to the industry average of 71%. TCS’ lead versus the industry average has expanded by 5 percentage points year on year.
TCS also ranked among the top three in seven of the nine dimensions – Service Delivery, Cloud Capability, Account Management, Price Level, Contractual Flexibility, Transformational Quality and Business Understanding.
“TCS’ relentless focus on building trusted relationships led to a consistent top ranking by its customers,” said Jef Loos, Head of Sourcing, Whitelane Research. “Being able to increase its lead even further in a time when remote working became the standard almost overnight is a remarkable achievement.”
“The commitment that our employees demonstrated through the pandemic in helping our customers keep their operations running has strengthened our relationships, resulting in a higher satisfaction score this year. We are pleased to be ranked number one in customer satisfaction in this survey once again,” said Josu Devasia, Country Head, TCS Netherlands. “I believe that our focus on purpose, customers, talent development, and research and innovation helped make us the preferred partner for our customers’ growth and transformation initiatives.”
Present in The Netherlands since 1992, TCS currently partners with leading Dutch corporations in their growth and transformation journeys. Earlier this year, TCS Netherlands was certified as a Top Employer for the eighth consecutive year.
Whitelane Research is an independent organization which conducts extensive European IT sourcing studies, as well as hosting events across the continent. In addition to publishing its annual Europe-wide report, Whitelane Research also publishes individual country-specific reports throughout the year.