TCS becomes number one for customer satisfaction in survey of European Businesses

2 Feb 2022 , 04:45 PM

Tata Consultancy Services has been ranked number one for customer satisfaction across Europe, in an independent survey of CxOs from top IT spending organizations by Whitelane Research.

Whitelane Research’s 2021/ 2022 IT Sourcing Study is based on responses from 1,800 CIOs and senior decision makers across 12 European countries. The research investigated over 4,000 unique IT sourcing relationships to assess service providers on nine Key Performance Indicators (KPIs), including service delivery, relationship, commercial and transformation.

TCS has achieved the top position in customer satisfaction for the ninth consecutive year, with an overall satisfaction score of 84 percent compared to the industry average of 75 percent. Moreover, TCS has expanded its lead over its closest competitor, scoring 4 percentage points higher versus 1 percentage point in the prior year’s survey.

TCS demonstrated strong results across multiple dimensions:

• By KPI: Topped the ranking in cloud capability and service delivery quality; among the top 3 in innovation, business understanding, account management, and contractual flexibility.
• By IT domain: #1 in all IT domains — application development, maintenance, and testing; data center, managed infrastructure, and hosting; and end-user services.
• By Annual Contract Value: #1 in customer satisfaction in both small and large contracts (annual value <€5 million and >€5 million respectively).
• By Industry: #1 in financial services, energy and utilities, and transportation and logistics.

“It is very gratifying that customers across Europe have ranked TCS first in customer satisfaction for the ninth consecutive year. In extending our lead, we have once again proven ourselves as the purpose-driven, resilient and adaptable partner our customers trust in their wider growth and transformation journeys,” said Sapthagiri Chapalapalli, Head, TCS Europe.

“We are very thankful to our customers for their trust in us, which in turn motivates us to intensify our commitment through innovation, transformation and execution. As we welcome the dawn of sustainable enterprise, we will continue to expand our diverse array of talent, in order to further exceed their expectations, and create purpose-led growth for organizations across Europe, alongside the communities they operate in.”

“The Corona pandemic has put the world and the global aviation industry in a deep crisis,” said Charlotte Svensson, Executive Vice President & CIO, SAS. “Airlines were among the first businesses to shut down and will probably be among the last to be back to normal. During this crisis, TCS has shown to be a true strategic partner to SAS, supporting us to increase our speed in development and our resilience in operations by taking on an even bigger commitment in our delivery.”