|
IT
Services: Satisfaction Scores |
|
|
Industry |
CMS |
HCL
Comnet |
HCL
Insys |
HP |
IBM |
TCS/
CMC |
SIFY |
Wipro |
|
Service Offering (100) |
83.1 |
79.9 |
86.2 |
83.1 |
84.1 |
82.2 |
79.4 |
81.1 |
84.3 |
|
Sales & Marketing/
Pre Contract Stage (89) |
81.9 |
75.4 |
83.6 |
81.3 |
84.5 |
79.8 |
82.3 |
81.0 |
83.3 |
|
Price & Commercial
Terms (77) |
81.2 |
77.3 |
82.2 |
80.8 |
81.5 |
79.4 |
81.7 |
79.9 |
82.6 |
|
Post Contract Stage
Experience (82) |
79.3 |
75.7 |
79.7 |
79.8 |
79.6 |
78.0 |
79.3 |
77.9 |
80.1 |
|
Base: 584 CIOs
Source: DQ-IDC CSA 2007 |
|
|
How
satisfied are CIOs with their IT services vendors on four key parameters?
The table lists scores derived from CIO responses to a range of questions.
Figures in brackets indicate relative importance of the parameters as
stated by respondents. Figures in blue represent the maximum and in red
the minimum in each category |
|
|
|
IT
Services: The Top Two Parameters |
|
Service Offering |
Industry |
CMS |
HCL Comnet |
HCL
Insys |
HP
Services |
IBM |
TCS/
CMC |
SIFY |
Wipro |
|
Ability to support
multi location |
84.6 |
80.9 |
86.7 |
82.6 |
85.8 |
81.8 |
82.4 |
82.2 |
87.4 |
|
Scope of service
provided |
81.7 |
79.1 |
84.7 |
81.7 |
83.9 |
82.5 |
74.4 |
77.8 |
81.9 |
|
Reliability of service
provided |
83.1 |
80.0 |
87.3 |
84.8 |
82.9 |
82.2 |
81.6 |
83.3 |
84.2 |
|
Sales & Marketing/
Pre contract Stage |
|
Proactive-ness of the
service provider
in understanding.... |
82.6 |
74.9 |
85.8 |
83.0 |
85.8 |
79.6 |
83.2 |
82.2 |
82.8 |
|
Service providers
understanding - Domain knowledge of your business... |
81.4 |
75.8 |
81.9 |
80.0 |
83.5 |
80.0 |
81.6 |
80.0 |
83.7 |
|
|
Note: The satisfaction
scores are on a 100-point scale with 100 indicating the highest degree of
satisfaction-very
satisfied
Base: 584 CIOs
Source: DQ-IDC CSA 2007
The product and pre contract stages
emerge as the two most important derivatives of satisfaction. There is
tough competition between the top three players-HCL Comnet, Wipro and HP
Services, but HCL Comnet noses ahead due to its ability to support in
multiple locations and understanding of customer requirments
|
|
|
|
|
|
IT
Services: Vendor Ranks |
|
Brands |
Rank
'07 |
Rank
'06 |
Change |
|
HCL Comnet |
1 |
4 |
s |
|
Wipro |
2 |
5 |
s |
|
HP Services |
3 |
3 |
n |
|
HCL Infosystem |
4 |
6 |
s |
|
TCS/CMC |
5 |
1 |
t |
|
Sify |
6 |
– |
New |
|
IBM Global |
7 |
2 |
t |
|
CMS |
8 |
7 |
t |
s
Up t
Down n Unchanged
Source: DQ-IDC CSA 2007 |
|
|
Note:Not
to scale
Source: DQ-IDC CSA 2007 |
This
category saw the biggest drop in satisfaction, of nearly 4 points. HCL
Comnet and Wipro declined the least in satisfaction scores, both thus
gaining sharply in rank |
Compiled by Shipra Malhotra
shipram@cybermedia.co.in Page(s) 1
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