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Trust crucial for customer satisfaction with ICT outsourcing

In a performance that has been repeated so often that it almost appears unexceptional; the IT service provider Schuberg Philis has been awarded the highest scores for virtually all aspects of customer satisfaction in the annual Giarte Outsourcing Performance Survey.

Giarte Survey: Schuberg Philis scores highest for ‘value for money’

In a performance that has been repeated so often that it almost appears unexceptional; the IT service provider Schuberg Philis has been awarded the highest scores for virtually all aspects of customer satisfaction in the annual Giarte Outsourcing Performance Survey.

Most Schuberg Philis scores are well ahead of similar providers in the Netherlands. Schuberg Philis received a 9.3 overall score for provision of services, 92 points for the Giarte trust score (the market average is 71) and, for the seventh year in a row, a 100% customer recommendation score.

The report has a new question about value for money. According to the respondents, Schuberg Philis offers the best value for money of all the market actors surveyed. It is striking that the Schuberg Philis approach, with a focus on 100% customer satisfaction and flexible solutions, is increasingly becoming the market norm.

The national survey is based on evaluations from 717 CIOs and IT executives of top-500 Dutch companies and large public organizations. The Giarte Outsourcing Performance Report for 2017 measures satisfaction with the suppliers of IT outsourcing, based on 916 outsourcing contracts entered into by 645 organizations.

Reducing complexity
Pim Berger, Managing Director of Schuberg Philis, commented: “Customers increasingly ask for acceleration, experimentation and scaling up, while at the same time wanting to maintain or increase the level of quality with respect to the organization’s crucial processes. You can only deliver that if all unnecessary complexity between the customer’s need and the solution provided is reduced to a minimum. The culture at Schuberg Philis, with self-steering teams of experts and extensive automation, is ideally suited to providing what customers in the market are demanding.”

“That is clearly evident in the very positive evaluations in the Giarte report. A few years ago the far-reaching customer orientation and professionalism at Schuberg Philis was seen as something exclusive, to be used only for keeping the most critical parts of an organization working, come what may. Now customers treat Schuberg Philis as their accustomed partner when undertaking crucial transitions involving technologies and business models.

Intense co-operation
“Today, a positive evaluation is less closely tied to delivering what was promised in the outsourcing documents. How you respond to unexpected developments and needs, if there are difficulties or a need arises for more than was originally envisioned, is at least as important. For our self-steering teams, taking that responsibility is self-evident. Because team members have the freedom to take action themselves or to adjust the plans – in close consultation with the customer and other external partners in the ecosystem – we can respond to such unplanned needs in an efficient and natural way. Another important trend is the need for intensive co-operation: these days you can no longer work alone. This is reflected in the scores for ‘trust’ and the question “How much effort does it take your organization to get things done by the service provider that fall outside the services contracted?” On these aspects, Schuberg Philis was given the very best scores in the market.”

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