New sourcing report on customer satisfaction and expectations for IT outsourcing

Click here to read the full Computerworld article

PA Consulting's sourcing expert, Henrik Ringgaard, discusses the Danish results of the 2022 Nordic IT Sourcing Study from Whitelane Research, which was created in collaboration with PA Consulting.

Danish companies will increase the use of outsourcing in the coming years, but it and should be strategic when agreeing which supplier you choose for the task. There is a big difference in satisfaction among Danish customers, a new report shows.

Indian Tata Consultancy Services (TCS) is the Danish customers' preferred outsourcing provider, and thus the Indian IT giant has overtaken Accenture compared to a similar survey from last year.

Henrik Ringgaard, sourcing expert from PA Consulting, said: “TCS has regained first place in Denmark, with Accenture and Atea right behind. TCS also receives the highest score for understanding the business, which is a requirement for becoming a strategic partner.”

At the bottom of the list this year we find French Atos, which achieves a customer satisfaction of only 57 per cent. However, the study does not only offer bad news for Kyndryl.

Henrik Ringgard said: “Although Kyndryl scores second lowest in terms of overall satisfaction in Denmark, the company is in the top 3 when it comes to cyber security, which is a very central theme in relation to the activity we have seen in the wake of the events that take place in it. geopolitical landscape.

58 per cent of Danish customers are satisfied or very satisfied with their outsourcing.