06.04.2007 |

S&T Survey: Clients rate quality of service higher than price

Quality, efficiency and a smooth working relationship determine client satisfaction

06 April 2007: Good service and efficient IT solutions are the main factors that determine how satisfied companies are with their IT service provider. A smooth working relationship with the provider ranks second, with value for money in third place. The criteria used to select and retain an IT service provider formed the basis of a survey of 500 medium and large enterprises conducted by S&T in all countries in which it operates.
The current situation in Central and Eastern Europe is that clients are loyal to IT service providers who provide a high level of quality in both local and multinational projects, are easy to coordinate with, offer value for money and benefits to the client in terms of excellent service, technology and efficient solutions. The companies that S&T surveyed in different countries stated that these were the four most important criteria for satisfaction in relation to an IT service provider. The survey also shows that clients greatly appreciate it when the service provider has consultants who demonstrate a high degree of commitment to and involvement with their company or project. Availability - how easy it is to access all support areas - is equally vital. "We asked our clients what was important to them in an IT service provider. Although the survey covered a wide range of countries and different framework conditions under which these companies are operating, the answers show conclusively what our clients' expectations are," explains Christian Rosner, CEO of S&T AG.

Satisfied S&T clients
Individual S&T branches, especially those in the Czech Republic, Bulgaria and Macedonia, ranked highly in the survey. Clients especially appreciate the high level of commitment shown by S&T's consultants. The exemplary track record of S&T Sales is demonstrated by the high grade of 1.6 in the "grade sheet" used by S&T internationally. Being easy to coordinate with earned S&T absolute top ratings as a partner for IT solutions throughout the survey, in all countries - a grade of 1.7 averaged across all the countries in the survey. Says Rosner: "We have a flat organisational structure - that's part of our company culture, despite the size of the Group. Even multi-country or multi-region projects are coordinated by a clearly defined consultant. When you look at client satisfaction in all countries, you can see that this strategy really pays off." Also scoring 1.7 were: Fast reaction times from support centres; professionalism amongst service staff; and reliability and future proofing of hardware solutions recommended and/or installed by S&T.
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Petra Götz-Frisch
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