Business Understanding, Flexible Solutions, Price and Past Performance are Critical to Choosing the Right IT Partner, Finds TEKsystems
Nov 1, 2011 | HANOVER, MD | For media inquiries, please contact us at media@TEKsystems.com.
HANOVER, MD – November 01, 2011 – TEKsystems®, a leading provider of IT staffing solutions, IT talent management expertise and IT services, today announced the results of its annual Global Services Client Satisfaction Survey. TEKsystems Global Services is responsible for delivering managed, project-based, and outsourced services. Overall, Clients rate TEKsystems Global Services 28% higher than its competition and are 23% more likely to recommend TEKsystems compared to the competition.
The 2011 survey was conducted by the Loyalty Research Center (LRC) and reflects the opinions of approximately 72 TEKsystems Global Services customers.
Customer Value Drivers when Selecting and Evaluating IT Services Providers
When asked to allocate 100 points to criteria that most influence IT services vendor selection, customers rate the following as the top five factors:
Understanding of business/industry (24)
Ability to provide flexible/customized solutions (17)
References/past performance (15)
Once a provider is chosen, customers rate the following as the top five factors that influence vendor performance evaluation:
The ability to measure and achieve the expected outcome (25)
The quality of project personnel (21)
Overall project management approach (20)
A flexible delivery model (18)
“We’re in the business of delivering IT results,” says Vice President of TEKsystems Global Services, Randy Verdino. “It’s extremely important for us to understand what factors most drive a client’s assessment of value when selecting a partner and after selection has taken place. We’ve consistently used this insight over the years to fuel enhancements to our business model. Our goal is to ensure every client is fully satisfied with their entire TEKsystems experience,”
TEKsystems Performance Drivers
According to survey findings, three key performance drivers emerged as differentiators for TEKsystems Global Services:
Sales Force. Eighty-eight percent of clients rate TEKsystems Global Services’ sales force as excellent or very good, 28% higher than the competition.
Flexible Engagement Models. Eighty-four percent of clients rate TEKsystems Global Services’ flexible engagement models as excellent or very good, 32% higher than the competition.
Project Managers. Seventy one percent of clients rate TEKsystems Global Services’ Project Managers as excellent or very good, 20% higher than the competition.
“We take pride in building strong partnerships with our clients. These relationships are forged through a customer engagement approach that seeks first to truly understand each client’s business and IT challenges. Our ability to scale and calibrate our delivery models enable us to offer solutions that best fit our clients’ needs,” comments Verdino. “For every Global Services engagement, we are accountable to delivering measurable business and IT results. This ultimately comes down to the quality of people we have working for us which is a core competency for TEKsystems, thanks to our rich staffing heritage.”
Through collecting customer feedback, TEKsystems uncovered several critical business opportunities. Brand awareness of TEKsystems Global Services capabilities was one major area for improvement. Despite the fact that 93% of TEKsystems Global Services clients reported positive and quantifiable business outcomes as a result of their TEKsystems Global Services partnership, only 26% of TEKsystems staffing clients were aware of Global Services capabilities.
“Clearly we need to better articulate the breadth of our services so more clients are aware of our ability to assume full ownership for IT outcomes. Our Global Services division offers service solutions designed to actively harness the vast insights our staffing coverage affords us. We will continue to invest in deepening our vertical expertise and technical domain capabilities to extend our client value proposition.”
“We’re extremely thankful for the survey participation we receive from our clients and we take their feedback seriously. We’re committed to being the best at what we do and the voice of our customer provides us the straight-forward feedback we need to define ways to improve the client service experience.” concludes Verdino.
People are at the heart of every successful business initiative. At TEKsystems, an Allegis Group company, we understand people. Every year we deploy more than 80,000 IT professionals at 6,000 client sites across North America, Europe and Asia. Our deep insights into IT human capital management enable us to help our clients achieve their business goals–while optimizing their IT workforce strategies. We provide IT staffing solutions and IT services to help our clients plan, build and run their critical business initiatives. Through our range of quality-focused delivery models, we meet our clients where they are, and take them where they want to go, the way they want to get there.