Only Indian TCS can cope with Amazon Web Services in the annual customer satisfaction survey from PA Consulting and Whitelane. The companies have evaluated over a thousand Nordic outsourcing contracts in recent months, as well as received in-depth answers from over 330 buyers of IT services who spend billions of kroner each year.
Faster than expected
"Amazon has definitely reached the peak faster than we had expected," says Tom Krohn, sourcing expert at PA Consulting. "Amazon Web Services has established itself in Sweden, Finland and Denmark in just a few years. Amazon wins in innovation, quality of service, productivity and price. However, customers are less satisfied with their flexibility."
Respondents have given their suppliers points for nine key indicators such as flexibility, delivery quality, cloud expertise and price. The evaluated IT agreements are not weighted in any way, which means the annual contract value does not play a role. But to be considered one of the IT operating companies, there must be at least seven customer evaluations, which is why a company like Visolit (formerly Telecomputing) is not in the ranking.
"Everything indicates Amazon will stay at the very top, which fits well with what their customers say. I think it will be important for many other suppliers to keep the niches they are good at and at the same time partner with the big cloud suppliers," says Krohn.
In general, Nordic companies are satisfied with the IT services they receive. Almost one in 10 say they are very satisfied, 46 per cent are satisfied and 32 per cent say they are somewhat satisfied.
Only one per cent say they are very unhappy with their supplier, while four per cent are dissatisfied and eight per cent report partial dissatisfaction when they consider the IT services. Moreover, none of the 35 largest IT service companies get the worst score from their customers. Furthermore, the survey shows that Norwegian businesses are most satisfied with the IT services compared to the rest of the Nordic countries. Five per cent are very satisfied, while 53 per cent and 29 per cent are satisfied and partly satisfied.
It is Indian TCS and Salesforce.com who top customer satisfaction on contracts that have been signed in Norway, followed by Telenor and Basefarm.
"It is motivating that customers lift us on the ranking year after year. In our collaboration model, our customers and IT experts work closely with the digitization projects. The survey shows that the form of cooperation gives success at the high pace of today's IT world," says Fredrik Ohlsén, CEO of Basefarm.
Evry is punished
At the bottom of the rankings, Evry, with a general customer satisfaction rate of only 59 per cent, is 21 percentage points weaker than TCS and Salesforce. It is also worth noting that Evry has several satisfied customers in Sweden, where customer satisfaction is at a whopping 79 per cent, and Evry, together with TCS, is the company the Swedes are most satisfied with.
"Evry has generally worked very well in recent years, and the company's low score in Norway is not quite consistent with the perception in the market. They have many contracts in the survey, which is not in their favour, and are severely punished for a few deals," Krohn says.
2019 Nordic IT Sourcing Study