Top Marks for Customer Satisfaction in IT Outsourcing
With a rating of 79 per cent (a figure 10 per cent above the industry average) in the annual survey of its customers, Getronics achieved a "top 3" ranking out of 31 service providers, overall.
The evaluation considered two types of outsourcing contract: ‘end-user services and collaboration solutions’ (for which the company ranked first, overall); and ‘data centre, managed infrastructure and hosting’ (for which it came in fourth).
Getronics Chairman and Group CEO Nana Baffour, said: “Our performance over the past four years shows that we have earned our reputation as a people-centric business, by focusing on adaptability, resilience and proactivity to deliver an exceptional user experience. This continued success is not just in the UK, but across Europe and is reflected in other Whitelane research success, for example, in Belgium. We are doing all the right things to maintain our reputation, and we work hard to keep doing those things to delight all our customers, year in, year out.”
The survey revealed a small decline in growth of IT outsourcing in the United Kingdom, where 27 per cent of organizations expect to outsource more in the next two years (down from 35 per cent in 2017).
The survey also revealed the top five reasons organisations outsource their IT services (in order of importance):
- cost reduction (68 per cent)
- access to resources (57 per cent)
- improvements to service quality (48 per cent)
- innovation (44 per cent)
- enable focus on core business (42 per cent)
The independent study was conducted by Whitelane in cooperation with PA Consulting. More than 240 CIOs, CFOs or their direct reports from top IT spending organisations were surveyed, evaluating over 760 unique IT outsourcing relationships. This resulted in the evaluation and ranking of 31 service providers.