Whitelane Research’s survey of the top European IT spending organisations finds that 31% of respondents’ organisations plan to outsource more and ranks TCS first in customer satisfaction
Tata Consultancy Services (TCS) (BSE: 532540, NSE: TCS) has been ranked the number one IT service provider for customer satisfaction across Europe in Whitelane Research’s independent survey of the top IT spending organisations. TCS received the highest ranking in this survey for the 11th consecutive time. TCS also ranks #1 in customer satisfaction in Financial Services (84% vs industry average of 75%) and Manufacturing & Chemicals, Consumer Goods & Pharmaceuticals (81% vs industry average of 76%), according to Whitelane Research.
Overall, the Whitelane Research 2023/2024 IT Sourcing Study surveyed over 2,000 participants from the continent’s top IT spending organisations who evaluated over 5,000 unique IT sourcing relationships. Looking at wider trends, the report found 31% of respondents said that their organisation plans to outsource more over the next two years. The top reason for this was access to resources and talent (55%), followed by scalability to business needs (54%). In the assessment of IT providers, the report found TCS’ customer satisfaction score to be 82%, 7 percent higher than the industry average.
Sapthagiri Chapalapalli, Head of Europe at TCS said: “We are proud to be recognised as number one in customer satisfaction across Europe for yet another year. In times when AI is expected to revolutionise practically all industries, strong client relations and access to the right talent are of particular importance. We are focused on our customers in everything that we do, and it is wonderful to see our commitment to high standards is recognized by our customers. We are grateful to our customers for their trust in TCS and to our team for their commitment to Customer Centricity and Execution Excellence”.
The study also revealed that TCS demonstrated an ‘exceptional’ level of performance across five key IT domains:
- Digital Transformation (85% vs industry average of 77%)
- Workplace Services (84% vs industry average of 75%)
- Security Services (83% vs industry average of 76%)
- Application services (82% vs industry average of 76%)
- Cloud Services (80% vs industry average of 74%)
Taking a deeper look into organisations’ upcoming plans for IT outsourcing, the report found:
- Increasing security, resilience and / or cyberdefence was scored as the top client investment area over the next two years (60%).
- Automating business processes (57%) and migrating core businesses to the cloud (45%) were also considered areas of priority for investment.
Jef Loos, Head Sourcing Europe at Whitelane Research, said: “Technology partnerships are critical to success in the business world, and TCS consistently ranking first in customer satisfaction for over a decade is testament to their trustworthiness as a provider. Our independent research has found that European companies will be outsourcing more over the coming two years, to ensure they have access to the right talent and are able to scale rapidly. To navigate today’s economic and sustainability challenges, it is of crucial importance that organisations can rely on a trusted partner. Congratulations to TCS for being number 1 for the eleventh consecutive year.”
Etienne Dock, Senior Vice President Digital, and Information, Hager Group, said: “We would like to congratulate TCS on once again scoring exceptionally in the customer satisfaction survey. TCS has been one of our most trusted partners for more than three years. Its highly qualified teams continue to perform exceptionally on several levels: understanding of our business needs and values, commitment to problem solving, top planning and execution. We look forward to further cooperation.”
The results of the Whitelane 2023/ 2024 IT Sourcing Study follow several industry recognitions for TCS, including being listed as a Top Employer in Europe and, according to Brand Finance, being the company with the highest brand value growth across the global IT Services Industry, surging to $19.2 billion from $17.2 billion in 2023.
Since 2013, Whitelane has conducted its annual IT sourcing study to evaluate the leading IT and cloud service providers in Europe and it is considered one of the most representative reports on the outsourcing market. Click here for further information on this year’s Whitelane Research IT sourcing report.
