TCS tops customer satisfaction survey across Europe

MUMBAI, INDIA: Tata Consultancy Services has been ranked number one for customer satisfaction in the largest European-wide survey of service provider performance. Conducted by Whitelane Research, the survey was held in 2013 to determine performance and levels of satisfaction in the industry.

The annual research surveyed more than 1300 CXOs from Europe's leading companies by IT Spending, evaluating over 3,700 IT contracts held by the 22 leading providers across the continent.

TCS topped the survey across Europe with an 80 percent general satisfaction rate, clocking 14 percent above the industry average. The company was also ranked first in both Application and Infrastructure Services, with 81 percent of those surveyed in both categories expressing satisfaction with TCS' service levels.

The study analyzed nine KPIs (Key Performance Indicators) across the industry, with TCS securing the first position on seven out of the nine including account management, proactivity, relationship improvement, achieved cost savings, service delivery quality, speed and transformational success.

In individual country surveys held in 2013, TCS has been ranked first or joint first, for overall satisfaction levels across ten European countries, including Belgium and Luxembourg (80 percent), France (82 percent), Germany and Switzerland (83 percent), the Nordic region (81 percent) and the UK (78 percent). TCS was ranked second in the Netherlands with a satisfaction rating of 78 percent.

Whitelane Research is an independent organization dedicated to research and analysis of the IT Services Industry. The survey ranked 22 IT service providers based on the opinion of their customers.