Getronics maintains top customer satisfaction rankings in Whitelane’s 2018 IT Outsourcing Study

Jun 06, 2018 • ManagementNewsOutsourced ITfield serviceGetronicsService Management

Getronics, the global ICT services group, has maintained market-leading customer satisfaction ratings in the last twelve months, according to the Whitelane 2018 UK IT Outsourcing Study.

A selection of Getronics’ UK outsourcing customers were surveyed, yielding a general satisfaction rating of 79% (10% higher than the industry average of 69%) and, as a result, a top three ranking out of 31 service providers.  This demonstrates the consistency of the group’s performance, having maintained a top-four position in this survey for the last four consecutive years, with no dissatisfied customers.

In Whitelane’s study, Getronics was evaluated on two of four types of outsourcing contracts:

  • ‘end-user services and collaboration solutions’, ranking 1st overall and
  • ‘data centre, managed infrastructure and hosting’, ranking 4th overall

Chairman and Group CEO of Getronics, Nana Baffour, said: “Our performance over the past four years shows that we have earned our reputation as a people-centric business, by focusing on adaptability, resilience and proactivity to deliver an exceptional user experience.  This continued success is not just in the UK, but across Europe and is reflected in other Whitelane research success, for example, in Belgium. We are doing all the right things to maintain our reputation, and we work hard to keep doing those things to delight all our customers, year in, year out.”

The survey indicates a small decline in the rate of growth of IT outsourcing in the UK: 27% of UK organizations expect to outsource more in the next two years (down from 35% in 2017).

The survey suggests that the top five objectives for organisations that are outsourcing their IT services are, in order of importance:

  • cost reduction (68%)
  • access to resources (57%)
  • improvements to service quality (48%)
  • innovation (44%)
  • enable focus on core business (42%)

The independent study was conducted by Whitelane in cooperation with PA Consulting.  More than 240 CIOs, CFOs or their direct reports from the top IT spending organisations in the United Kingdom were surveyed, evaluating over 760 unique IT outsourcing relationships.  This resulted in the evaluation and ranking of 31 service providers.

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