TCS ranked number one for customer satisfaction

Tata Consultancy Services has topped the customer satisfaction ranking for the third consecutive year, according to a survey on Europe's largest service provider performance.

Tata Consultancy Services (TCS) topped the ranking for the IT services industry and was also rated number one across all nine individual key performance indicators (KPIs).

The survey conducted across 13 countries in Europe by Whitelane Research in partnership with PA Consulting (in the UK & Nordics) is based on the experiences of more than 1,500 business leaders, who oversee 4,500 IT services contracts with a combined annual total contract value of over 40 billion euros.

"To be endorsed as the satisfaction leader in Europe by 1,500 CXOs, validates that we are continuing to be relevant to our customers as they look to significantly transform their businesses," said N Chandrasekaran, CEO and managing director TCS.

"We believe that the most important attribute behind our organization's success is our culture of intense focus on customer centricity," Chandrasekaran said.

The company scored the highest rating with 82% general satisfaction -- a significant 11 points above the industry average.

The industry average of 71% in itself makes the IT Services sector one of the industries that exhibits the highest degree of client satisfaction in the region.

The European Commission's Consumer Market Monitoring Survey indicates that the average satisfaction rating in Europe is only 55% in the 31 services industries it studies.

This year's report has shown a clear priority shift among IT leaders, who are increasingly focusing on business transformation ahead of cost reduction measures.

"For TCS to retain the number one ranking for the third consecutive year amid this changing environment is a tremendous achievement and testament to what is clearly a very customer-focused company culture," said Jef Loos, head sourcing Europe, Whitelane Research.

TCS was also ranked first for each of the nine key performance indicators: Service delivery, reporting quality, escalation effectiveness, account management, proactivity, price level, contract flexibility, change management and innovation.

The Whitelane IT Study that ranked more than 24 IT service providers based on the opinion of their customers is the most comprehensive customer satisfaction survey.