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IT Services

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DQI Bureau
New Update

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

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