First place in KPMG client satisfaction survey for the third consecutive year drives growth

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The FINANCIAL — Tata Consultancy Services, one of a global provider of IT services, consulting and business solutions, announced that it maintained its number one position in the Nordic region for the third consecutive year in the annual KPMG Nordic Region Service Provider Performance and Satisfaction study.


According to Tata, in the survey covering CxOs of 340 of the top IT spending companies in the Nordic region, TCS came out on the top with an overall client satisfaction score of 80 percent, the highest amongst the 28 service providers evaluated and significantly above the industry average of 68 percent.

“This is the third year in succession that TCS has achieved the best score in general customer satisfaction, and has achieved above-average results in every single KPI. The result is especially impressive considering the rate at which TCS has been growing in the region. Very few companies are able to balance industry-leading growth while maintaining pole position in client satisfaction. TCS has demonstrated that it has got the formula right,” said Carl-Henrik Hallström, head, sourcing advisory, KPMG.

TCS is among a select few global service providers in the survey that have had more than 25 large-scale and transformational projects in the Nordic region evaluated. When relating the TCS score to other global service providers that engage in projects of comparable complexity and scale, the survey shows that the general customer satisfaction lead that TCS has over these companies is between 12 and 20 percentage points.

One of the clients TCS is providing transformation services to, Will Pritchett, director of change, RSA Scandinavia (Codan and Trygg-Hansa), said: "The TCS team is successfully transforming our claims and front-office platform, which has delivered strategic value to RSA in consolidating our operations in Sweden and Denmark through establishing a common Nordic IT platform; extendable to all markets in the region. Thanks to the ability to deliver industry-specific and complex services while working closely with RSA and our partner ecosystem, we are extremely satisfied with TCS. The partnership with them has been critical towards the success of this programme."

Another TCS client, Taneli Ropponen, CIO, DNA, remarked, "The TCS team has transformed our IT landscape, enabling us to improve end-customer experience and enhance operational stability. TCS has been a very flexible, accessible and responsible partner that has proactively worked on innovative solutions to overcome challenges and meet our objectives."

Present in the Nordic region since 1991, TCS has continuously invested in the market locally to deliver consistent results to its customers with a level of certainty that no other firm can match. TCS now has more than 4,500 consultants working on projects in the Nordic region, with over one-third of in-country staff being local nationals. Its scale of operations has doubled since 2010 in the region, and globally the company recently announced a symbolic crossing of $10 billion mark in terms of revenue.

“Over the last few years, clients in the Nordic market have demanded a new-age supplier that can keep up with the demands of an increasingly competitive business world and hyper-connected consumer. I am very pleased that for the third year running we have delivered consistent performance, while undertaking larger and more complex assignments every year. I attribute this to our unique company culture of customer centricity, multi-disciplinary capability and collaborative approach,” said Amit Bajaj, head, Nordic and Baltic region, TCS. He added, “Customers who choose TCS can trust us to deliver. Notably 100 percent of TCS’s clients surveyed were satisfied with our services.”



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