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IT service provider survey puts Computacenter in pole position for customer satisfaction
Computacenter has received the highest satisfaction rating in a KPMG survey of UK IT service providers and their customers.
The company achieved a satisfaction score of 77 per cent in the UK Service Provider Performance and Satisfaction (SPSS) survey 2012, which evaluated 25 providers.
Computacenter also topped the recommendation league table with a score of 81 per cent, which means its customers would almost certainly recommend the company as an outsourcing partner.
Neil Muller, Managing Director of Sales and Marketing, commented: “Our goal is to delight our customers, and this survey proves we are getting it right. We have worked hard to engender a culture focused on creating advocacy through delivering long-term value to our customers. In doing so, customers are happy to reference their experiences, allowing organisations to make more informed decisions when selecting a new IT provider.”
Computacenter has achieved customer satisfaction and recommendation scores of above 70 per cent in KPMG’s service provider surveys since 2009. The latest study involved more than 230 of the top IT spending organisations in the UK and 630 outsourcing contracts.
Computacenter attained above average scores for all 10 key performance indicators evaluated in the survey - which included price, quality and flexibility - and gained another first place for identifying innovation opportunities.
Chris Webb, Managing Director of Operations for Computacenter, commented: “Our industrialised approach enables us to deliver a predictable and reliable service. Every year we invest in developing our people, processes and tools to ensure that we can continue to offer great value for money and quality of service to our customers.”
Thanks to its commitment to continuous improvement, the company is well placed to both retain current customers and win new contracts. According to the study, more than 85 per cent of Computacenter customers due to renew contracts this year will almost certainly or possibly stay with the provider.
The survey also confirmed today’s key outsourcing drivers, which for Computacenter’s customers include cost savings (77 per cent), quality improvement (55 per cent) and access to skills (41 per cent).
Nine out of ten these customers went on to cite that their outsourcing contract had made a moderately or significantly positive contribution to helping them meet these goals.
“The survey demonstrates that our managed service offerings are helping customers meet their IT and business goals in a cost-effective way, while improving service quality and providing the required access to skills and know-how,” comments Muller. “Despite the great results, there is still room for improvement; we intend to build on our success to date so that our services continue to satisfy and delight our customers.”
For further information, please contact:
Alex Brooks / Kate Mills
08453 707 024
+44 (0) 7801 452076