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

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Quality, efficiency and a smooth working relationship determine client satisfaction

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

 

About S&T - XETRA Vienna: SNT

With around 3,000 employees and an annual turnover of 461.3 million Euro
(2006), S&T is the leading supplier of IT consulting, solutions and services
for customers in Central and Eastern Europe and the German-speaking region.
Along with the recently acquired IMG AG, the corporate group has a
successful presence in more than 80 branch offices in 23 countries. The core
business of S&T is the consulting, development, implementation and operation
of custom-tailored IT solutions, processes and systems. S&T supports large
and medium-sized companies along the entire IT value creation chain. S&T in
particular addresses customers in the manufacturing industry, the
telecommunications field, public administration and trade as well as
financial service providers and power supplying companies. S&T is
headquartered in Vienna and has been listed on the Vienna Stock Exchange
since 2003.

 

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