The study evaluated 25 service providers based on an assessment of more than 2,000 client engagements and feedback of the CFOs, CIOs or their direct reports from more than 750 of the top IT spending organizations across 12 countries in Europe. While Cognizant topped the general satisfaction ranking with a score of 79%, it also emerged as the only service provider that has no dissatisfied clients among those surveyed as part of the study.
Cognizant topped the rankings in seven of the eight parameters the study focused on. These include Relationship Management (actively managing the relationship at the operational as well as the strategic levels), Innovation (actively identifying innovation opportunities), Transition (completing the transition successfully on time and budget and with the required functionality), Quality (meeting the service levels as set out in the Service Level Agreement), Price (charging for services in line with current market price), and Risk (shouldering reasonable commercial risk and making necessary investments to reduce that risk).
"We are proud to have topped EquaTerra's performance and satisfaction rankings for Europe," said Francisco D'Souza, President and CEO, Cognizant. "Over the years, we have made significant investments in bringing our industry-leading, client-focused processes to Europe. Our high-touch relationship model, deep domain expertise and consulting skills, our unique reinvestment philosophy, and our ability to build strong multicultural teams around the globe have helped our customers navigate structural changes in the economy and their businesses, enabling them to stay efficient, effective and innovative. As a result, we have become one of the fastest growing companies in Europe while maintaining the highest client satisfaction levels in our industry."
"Cognizant received excellent feedback from their clients and outstanding scores for all Key Performance Indicators," said Jef Loos, Head of Research for EquaTerra in Europe. "Cognizant also had not one dissatisfied client, which makes the company the best performer among the top 25 IT outsourcing service providers that we evaluated."