Danish customers are satisfied with their sourcing suppliers
There is a tendency among Danish companies to outsource less in 2023, but there are still plenty of outsourcing suppliers out there, and there is a big difference in the levels of satisfaction with different organisations. Last year’s frontrunner has now dropped to fourth place.
Read the article in Danish Computerworld.
Cognizant has now taken first place among the suppliers that Danish customers are most satisfied with. In doing so, the company has overtaken Indian Tata Consultancy Services (TCS), which was number one last year. Cognizant has a satisfaction score of 80 percent, which is an increase of 10 percentage points compared to last year, when the company was in ninth place.
This is according to the 2023 edition of the Nordic region's largest IT outsourcing report, Whitelane Research, prepared by PA Consulting and research firm Whitelane.
In second place is Accenture, and in third place we find HCLTech. Last year's winner TCS has dropped to fourth place.
Henrik Ringgaard, partner and sourcing expert from PA Consulting, says “In general, companies are very close together at the top this year, so it is difficult to declare a big winner when there is such a great similarity between them and we are talking about well-established, mature suppliers who have large customer bases and long contracts.”
“Through the survey and our experience with the market, we know that customer satisfaction with suppliers can largely depend on where you are in the contract period, whether there have been operational problems, high employee turnover or just fatigue setting in. So to have seven suppliers so close to each other is unique for the Nordics.”
The report is based on responses from 400 Nordic companies with high IT consumption across industries, and a total of 2,150 IT sourcing and cloud contracts were evaluated.
At the very bottom we find Kyndryl with 58 percent, and KMD is in the penultimate place with 66 percent.
Overall, however, satisfaction with suppliers has increased from 71 percent in 2022 to 73 percent in 2023.
“In Denmark, there is a general increase in satisfaction with service providers, where average scores have increased by two percentage points compared to last year, which is largely related to a few of the larger IT suppliers having lifted their customer experience scores back to a higher level,” says Henrik Ringgaard.