|
CSA 2006: IT
Services
| IT
Service Vendor Ranks |
| Brand |
Rank-06 |
Rank-05 |
|
| TCS/CMC |
1 |
1 |
|
| IBM-Global |
2 |
6 |
 |
| HP Service |
3 |
8 |
|
| HCL Comnet |
4 |
2 |
 |
| Wipro |
5 |
7 |
|
| HCL Infosystem |
6 |
3 |
|
| CMS |
7 |
5 |
|
|
Up
Down
Unchanged |
| While TCS holds on to #1, IBM and Hp have jumped from
the tail end to get real close to the top |
TCS/CMC/Tata Infotech stays right on top. It seems like the Tata-combine has
made a habit of dominating the services domain. IBM Global has made significant
progress this year to occupy the second spot. HCL Infosystems and CMS appear to
be the biggest losers with the former slipping three places and the latter two
this year.
Average
satisfaction levels improved as per the trend across all segments. Overall
service offering is the single-largest concern for CIOs as revealed by CSA 2006.
Interestingly, the dynamics of the IT services industry has been changing at a
fast pace over the last couple of years. Today most companies have multi-locational
operations and CIOs look for ability and competence from the service providers
to support multi-locational operations. CIOs are also looking for reliability of
service from the service providers.
| IT
Services:
The Top Two Parameters |
|
Industry |
CMS |
HCL Comnet |
HCL Insys |
HP Services |
IBM Global |
CMC/TCS |
Wipro |
| Services
offering |
|
|
|
|
|
|
|
|
| Ability to support multiple
locations |
87.3 |
81.9 |
86.4 |
86.2 |
88.8 |
89.7 |
91.8 |
87.1 |
| Scope of services provided |
86 |
84.8 |
87.3 |
82.9 |
86.3 |
88.3 |
88.2 |
85.7 |
| Reliability of services
provided |
88 |
86.7 |
90 |
86.7 |
88.6 |
90.3 |
88.2 |
85.2 |
|
|
|
|
|
|
|
|
|
| Sales
& marketing (Pre-contract) |
|
|
|
|
|
|
|
|
| Proactiveness of the service
provider in understanding the requirement |
85.2 |
78.1 |
87.3 |
82.4 |
88.0 |
85.5 |
86.4 |
85.2 |
| Domain knowledge of service
provider |
84.6 |
81.9 |
86.4 |
80.5 |
86.3 |
85.7 |
86.4 |
81.9 |
| Note:
The satisfaction scores are on a 100-point scale with 100 indicating the
highest degree of satisfaction-very
satisfied
Base: 282 CIOs |
| Stiff
competition among the top three on both sub parameters. The Tata-combine
makes it to the top by only a whisker |
| IT
Services Satisfaction Scores |
|
Industry |
CMS |
HCL Comnet |
HCL Insys |
HP Services |
IBM Global |
CMC/TCS |
Wipro |
| Product (100) |
87.1 |
84.5 |
87.9 |
85.2 |
87.9 |
89.4 |
89.4 |
86.0 |
| Pre-sales & Marketing (62) |
84.9 |
80.0 |
86.8 |
81.5 |
87.1 |
85.6 |
86.4 |
83.5 |
| Price & Commercial (39) |
85.6 |
83.6 |
86.7 |
83.4 |
88.2 |
86.2 |
86.9 |
87.1 |
| 83.2Delivery &Installation (56) |
81.9 |
80.0 |
81.8 |
81.5 |
83.0 |
83.4 |
83.8 |
81.2 |
|
Base: 282 CIOs |
|
How satisfied are CIOs
with their desktop vendors, on five key parameters? This table lists
scores derived from CIO responses to a range of questions. Figures (in
red) indicate relative importance of the parameters as stated by
respondents. Figures (in blue) show the
maximum score in that category. |
|
Dataquest-IDC India:
Customer Satisfaction Audit 2006 |
When it comes
to IT services, CIOs expect vendors to show prompt response to their
requirements, in addition to relevant domain knowledge. Factors like price-value
parity; clarity of pricing contract, and clarity of SLAs are of key concern to
CIOs when it comes to price and commercial terms. The topper has satisfied the
Indian CIOs on all counts.
 |
While there is
stiff competition among the top four players, the rest of the players have
fallen behind on the satisfaction chart. Interestingly, key competitors IBM and
HP who had been laggards last year have returned to the top of the charts with a
bang. While IBM has moved up four places, HP Services has moved up five. The top
three have been aggressively driving three key areas to increase satisfaction
levels-service offering; sales and marketing in the pre-contract stage, and
post contract stage service. CIOs give a thumbs-up to the post contract stage
experience they received from the Tata combine and IBM Global. CIOs expect the
service provider to have the relevant technical expertise and show adherence to
SLAs post every contract.
| Methodology
|
|
IDC
India conducted a survey among 356 CIOs of large enterprise this year,
with the same objective as that of DQ-IDC CSA 05, which were: to develop a
brand score of customer satisfaction for different product and service
categories and to identify functional and service attributes that drive
customer satisfaction.
The survey covered
large enterprises across various verticals. The survey was spread across
six cities-Delhi, Mumbai, Bangalore, Chennai, Hyderabad, Pune, Ahmedabad
Coimbatore and Kolkata. The survey covered desktops, laptops, servers and
enterprise applications (SCM, CRM, ERP), and IT services (integrated and
outsourced services). In each category, a sample size for each brand was
identified. Using the understanding of the market and from the study done
last year. Some of the parameters and sub-parameters were changed
accordingly as compared to last year's survey. However, broad parameters
were kept tangible and actionable.
CIOs were asked to
rate the level of satisfaction on each of the parameters and
sub-parameters on a five-point scale, depending on the usage of the
product. IDC India derived the scores of importance from the satisfaction
score, which was used as a weight for each of the sub-parameters. To
arrive at the overall satisfaction scores, IDC India measured satisfaction
against each of these 'importance' parameters and arrived at a
weighted score of satisfaction, on a maximum possible total of 100, which
makes all the parameters and brands comparable within their scope. |
-Bhaswati Chakravorty
bhaswatic@cybermedia.co.in
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