Cognizant tops in customer satisfaction: Study

MUMBAI: Cognizant topped the customer satisfaction and recommendation rankings in KPMG’s Outsourcing 2012 study of service provider performance in the Nordic region (Finland, Norway, Denmark and Sweden).

While Cognizant topped the general satisfaction ranking with a score of 80 per cent (significantly above the average industry satisfaction rate of 68 per cent) and client recommendation ranking with a like score of 80 per cent (significantly above the average client recommendation rate of 67 per cent), notably, all Cognizant clients among those surveyed were satisfied with its services, as per a company statement.

Further, the company secured high scores on all major performance indicators, including customer satisfaction, recommendation, relationship management, innovation, service quality, price, flexibility, transition, and governance.

This independent study evaluated 28 global and local service providers based on an assessment of more than 900 unique client-provider relationships. As part of the study, CFOs, CIOs or their direct reports at over 340 of the top IT spending organizations in the region were interviewed.