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Computacenter, independent provider of IT infrastructure services, has received the highest satisfaction rating in a KPMG survey of UK IT service providers and their customers. The company achieved a satisfaction score of 79 per cent in the UK Service Provider Performance and Satisfaction (SPSS) survey 2013, an increase of 2% compared to 2012 results.
The customer perception study evaluated 490 contracts across 210 participants with an average satisfaction score of 64%, declining from 68% in 2012. Computacenter achieved 15% higher than the industry average and 5% higher than its closest rival in the rankings overall. It also came first in the recommendation league table, with 79% of customers willing to recommend the organisation to other companies looking at similar projects.
Neil Muller, UK Managing Director, comments: “At Computacenter we are focused on delivering long term customer value and have worked hard to become the IT partner of choice for our customers. It is only by delivering consistent, repeatable and successful outcomes for our customers that we achieve this. We are delighted that the survey reflects our hard work in this area.”
Computacenter has achieved customer satisfaction and recommendation scores of above 70 per cent in KPMG’s service provider surveys since 2009. In the 2013 study, it also attained top scores in other areas including being rated as the top provider in terms of satisfaction for contracts below £10m, and contracts between £10m and £50m, as well as being rated first for end user services and relationship management (operational). In addition, 56% of customers stated that Computacenter’s work is of strategic importance to their organisation.
Chris Webb, Group Chief Operating Officer for Computacenter, comments: “We are dedicated to helping our customers’ businesses work smarter and better, delivering on time and on budget. We have continued to invest considerably in making our own business better at supporting these goals and driving customer success.”
Computacenter customers also rated the company very highly in terms of overall business support. 92% of respondents in the KPMG study said that working with Computacenter positively contributed to meeting their business objectives. It also ranked second in the Service Quality category and third in the Innovation category, consistently providing service excellence for customers, but also showing new and innovative ways to overcome challenges and drive growth with innovative technology practises.
“With many customers facing skills shortages internally, but still being driven to improve service levels and their own customer satisfaction, organisations are looking for a trusted partner that they can rely on to solve these challenges,” continued Muller. “We are thrilled to obtain the highest satisfaction rating in this survey, but intend to continue raising the bar and find new ways to improve customer success and delight.”
