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Computacenter tops customer satisfaction league table for end-user managed services

Computacenter tops customer satisfaction league table for end-user managed services

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September 2010

Computacenter has achieved the highest customer satisfaction score for end-user management in a recent European outsourcing study.

The company attained the 76 per cent satisfaction rate in the study by EquaTerra, which evaluated 25 IT outsourcing service providers. Chris Webb, Managing Director of Operations for Computacenter, commented: "Our industrialised approach to IT service delivery enables us to meet – and exceed – our customer expectations for value, quality and flexibility.

As a result we are not only able to attain but also maintain superior levels of customer satisfaction. End-user management is one of the hardest areas to achieve high customer satisfaction ratings as any degradation in service can have a very visible and rapid impact on an organisation's employees."

The study also ranked Computacenter joint first as the most likely provider to be recommended by its outsourcing customers and in second place for general customer satisfaction with 78 per cent. The EquaTerra European Service Provider Performance & Satisfaction (SPPS) Study 2009-2010 evaluated more than 2,000 outsourcing contracts held by 750 of the top IT spending organisations in Europe.

Computacenter scored above average in all eight evaluation categories – with particularly strong scores in quality, price, operational relationship, flexibility and transition – placing it in the top three for overall provider performance when compared against the market average.

Webb commented: "The combination of best-practice processes, commercial flexibility and skilled staff enables Computacenter to deliver IT managed services that are cost effective, high quality and aligned to business needs. The results of this research reflect our extensive European capabilities, which include a multi-lingual 24x7x365 service desk." Computacenter supports more than 1.5 million user devices and 750,000 users in 60 countries, and provides end-user management services to a wide range of European organisations, including Cognis, SWIFT and BMW. Jef Loos, EMEA Research Director at EquaTerra, commented: "The study provides CIOs with the market intelligence they need to maximise the value of their outsourcing partners and contracts."

The research, which was carried out over an eight-month period, also revealed a number of significant trends in the marketplace; for example, outsourcing usage levels are still increasing in Europe and the main outsourcing drivers are achieving cost savings, gaining access to third-party skills and enabling process quality improvement.


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For further information, please contact:

Alex Brooks / Kate Mills
Rocket PR
computacenter@rocketcomms.net
08453 707 024

Tessa Freeman
PR Manager
tessa.freeman@computacenter.com
+44 (0) 7801 452076