EVALUATION METHOD
The results of this survey are based upon:
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200+ interviews with 160 top companies and government organizations in Belgium and Luxembourg with an assessment of 500+ contracts. We interviewed CIOs, CTOs, Application Leads, Infrastructure Leads and Vendor Management.
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Discussions with the leadership of 27 top service providers leadership (geography leads and domain leads) to understand their capabilities, differentiators, credentials and focus areas.
We map the service providers on four ‘Squares’:
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Applications and Digital services
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Cloud and Datacenter services
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End User services
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Cybersecurity
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Market Impact & Capability (Y-axis)
Each service provider fits into one of four categories: Leader, Strong Contender, Challenger or Low Performer. Providers with a calculated Market Impact & Capability score > 4 and a minimum CSAT of 3.50, end up as Leaders. Providers with a calculated Market Impact & Capability score of between 3 and 4 are classified as Strong Contenders. And, Providers with a calculated Market Impact & Capability score of <3 are classified as Challengers.
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The below table explains how we assess the different service providers for Market Impact and Capability:
Applications / Digital
Size of business in local geography (in €)
Number of customers in local geography
Breadth and maturity of service offerings - AMS, SI, Testing services
Size of business globally (in €)
Diversification across different sectors locally
Weight
25%
10%
40%
15%
10%
Cloud / Datacenter
Size of business in local geography (in €)
Number of customers in local geography
Breadth and maturity of service offerings - Cloud
Breadth and maturity of service offerings - Datacenter
Size of business globally (in €)
Weight
30%
10%
25%
25%
10%
End User Services
Size of business in local geography (in €)
Number of customers in local geography
Breadth and maturity of service offerings – EUC
Breadth and maturity of service offerings – Service Desk
Breadth and maturity of service offerings – Sourcing, Logistics & Field Services
Size of business globally (in €)
Weight
30%
10%
17%
18%
15%
10%
Cybersecurity
Size of business in local geography (in €)
Number of customers in local geography
Breadth and maturity of service offerings - Advisory & Technical Projects
Breadth and maturity of service offerings - Managed Security Services / MDR
Size of business globally (in €)
Weight
30%
10%
25%
25%
10%
On each criteria, the service providers were rated on a scale of 1-5 where:
5 – Best in class
4 – Very good
3 – Good
2 – Below peers
1 – Significantly below peers
This gives a combined score for each service provider, that decides its ranking on the vertical axis of Market Impact and Capability.
This year we have expanded the assessment for End User services to also include sourcing, logistics and field services separately.
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Client Satisfaction (X-axis)
The score for each provider is an average of client satisfaction scores received from the clients. In order to be represented on one of our Squares, a service provider needs a minimum of 5 contracts for that Square.
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Client Satisfaction is measured on a scale of 1-5, where:
5 – Exceptional / exceeds expectations
4 – Very satisfied
3 – Satisfied
2 – Dissatisfied
1 – Extremely dissatisfied
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On the provider profiles, we have shown which squares the provider qualifies for. No tick does not always mean that the provider doesn’t provide this service. It may only mean that we have not seen enough evidence of this in our survey.
APPLICATIONS
MANAGEMENT
✓
DATACENTER
/ CLOUD
✓
End User
Services
CYBERSECURITY
PROVIDER OVERVIEW
APPLICATIONS & DIGITAL SQUARE
The Applications and Digital square features 18 players. This year HCLTech joins the list while Fujitsu drops out. The services considered within this Square cover application management and development, systems integration, digital transformation and testing services.
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Some highlights:
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The median level of CSAT for this square was 3.76 (slightly up from 3.74 last year).
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The Leaders remain Accenture, TCS and Capgemini
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The top 3 providers in terms of Client Satisfaction are Cognizant, CGI and TCS.
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The providers who made the biggest jump in CSAT are Inetum (+0.57), Deloitte (+0.50) and TCS (+0.37).
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The providers who made the biggest drop in CSAT are Cronos (-0.31), Sopra Steria (-0.26) and Infosys (-0.21).
LEADERS
Accenture, TCS and Capgemini reconfirm their position as Leaders for the Applications & Digital Square. For the first time, Accenture’s Arηs aquisition is taken into account. While Accenture and Capgemini maintained their good CSAT, TCS had a big improvement.
STRONG CONTENDERS
The Strong Contenders category includes 10 providers – Cegeka, Infosys, Sopra Steria, Cognizant, Delaware, Deloitte, Cronos, DXC, HCLTech and Atos. Cognizant saw a small increase to their already good CSAT to come out as #1 on CSAT this year. Deloitte made a large jump in CSAT (+0.5). Sopra Steria (-0.26) and Cronos (-0.31) had a sharp decline in their CSAT while Atos (-0.15) and Infosys (-0.21) had small declines. All the rest were consistent compared to last year (within +/- 0.10).
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CHALLENGERS
The Challengers category includes 5 providers – Inetum, NRB, CGI, PwC and Hexaware. CGI continues to score very well on the CSAT while Inetum (+0.57) and NRB (+0.34) saw big improvements .
CLOUD AND DATACENTER SQUARE
The Cloud and Datacenter square features 15 players this year. Inetum, Infosys and Proximus NXT make their debut on our square while we say goodbye to Cronos.
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Some highlights:
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The median level of CSAT for this square is 3.68. This is quite a jump from previous years (last year was 3.4). We always believed that Cloud & Datacenter has lower CSAT scores than Applications due to the novelty of Cloud (and therefore scarce skills). Over time that aspect seems to be improving.
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Once again Kyndryl retains its sole leadership position, and again with the highest CSAT.
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The top 3 providers in terms of Client Satisfaction are Kyndryl, NRB and Cegeka.
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The providers who made the biggest jump in CSAT are NTT Data (+0.64), HCLTech (+0.40) and Capgemini (+0.33). In all 9 service provider made an improvement in CSAT.
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The providers who made the biggest drop in CSAT are Delaware (-0.20) and Fujitsu (-0.18).
LEADERS
For the fourth year in a row, Kyndryl remains the sole leader. Their dominant BeLux and global revenue combined with strong capability and CSAT make them difficult to match.
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STRONG CONTENDERS
The Strong Contenders category includes 9 providers – Cegeka, Accenture, Atos, Proximus NXT, TCS, NRB, HCLTech, Inetum and NTT Data. NTT Data moves from being a Challenger to Strong Contender given the large jump in CSAT this year. Most service providers in this category made a small improvement in CSAT. The two new entrants Inetum and Proximus NXT have both strong local capabilities and strengths particularly for datacenter services targeted at the public sector and mid-market segment.
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CHALLENGERS
The Challengers category includes 4 providers – DXC, Capgemini, Fujitsu and Delaware. While Capgemini and DXC had small CSAT improvements, both Fujitsu and Delaware had a decline.
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LOW PERFORMERS
Infosys makes its debut on this square unfortunately as a Low Performer due to a just under 3 score.
END USER SERVICES SQUARE
The End User services square has been expanded this year to feature 12 players (up from 9 last year). Computacenter who was an obvious miss makes its debut on our square this year. As does Inetum with its focus on the mid-market and public sector clients. Both these companies together with Proximus NXT, Econocom and NTT Data have a very strong sourcing and resell business. The third provider joining us this year is Infosys.
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Some highlights:
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The median level of CSAT for this square is 3.65 (slightly lower than last year’s 3.7).
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No Leader! We have for the first time a square with no leader. How does this happen? As you can read under Evaluation Method, a Leader needs to score the highest on Market Impact (read revenues and # customers), Capability, and CSAT. We did not have any companies who had the highest scores on all categories – hence no leader. The companies with the highest market impact were Atos, Computacenter and Fujitsu, closely followed by Econocom and Stefanini.
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The top 3 providers in terms of Client Satisfaction are TCS, Computacenter and Stefanini – all of them scoring a 4 or above.
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The providers who made the biggest jump in CSAT are Capgemini (+0.30), TCS (+0.24) and Fujitsu (+0.14).
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The providers who had the biggest drop in CSAT are Stefanini (-0.35), and Delaware (-0.33).
STRONG CONTENDERS
The Strong Contenders category includes 9 providers – Atos, Computacenter, Fujitsu, Econocom, Stefanini, Cegeka, TCS, Capgemini and Infosys. While Econocom and Cegeka have a strong European or local footprint, the others are more global. Capgemini has moved from the Challengers category into this category due to the improved CSAT.
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CHALLENGERS
The Challengers category includes 3 providers – Inetum, Delaware and NRB. All companies target the mid-market segment with Delaware having a more limited offering catering to Microsoft products.
CYBERSECURITY SQUARE
This year we have 10 companies on our Cybersecurity square (+2 compared to last year). This year we welcome Proximus NXT onto our security square – who immediately comes out a Leader and TCS, NRB as Challengers. Cronos dropped from the square. Our square looks at companies who offer a broad security portfolio across advisory, prevention, detection and response across infrastructure, network and applications. We have not looked at specialist security providers who only one a specific set of services e.g. specialists in pen testing or offensive security.
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We analysed companies and their capabilities on two primary axes:
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Security advisory, GRC, implementation services; and,
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Managed security services which include EDR/MDR and other services like I&AM, offensive security, applications/cloud security.
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Some highlights:
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The top 3 providers in terms of Client Satisfaction are nviso, Capgemini and Cegeka.
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The median level of CSAT for this square this year is 3.85 (up from 3.7 last year).
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The providers who made the biggest jump in CSAT are NTT Data (+0.35) and Capgemini (+0.25).
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The providers who had the biggest drop in CSAT are Atos (-0.39), and nviso (-0.10).
LEADERS
Accenture, Proximus and Orange Cyberdefense emerge as Leaders on our Security square. Accenture has both a strong advisory and managed security practice. While Proximus NXT and Orange Cyberdefense are leaders in terms of managed security. Proximus NXT has a very strong local capability and SOC.
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STRONG CONTENDERS
The Strong Contenders category includes 4 providers – Atos, Capgemini, nviso and Cegeka. Atos has the capability and market impact to be a Leader, but fall into this category due to the lower CSAT. While Capgemini has best in class security capabilities globally, they are yet to achieve the scale of business of the leaders in the local geography. nviso, a Belgian speciality Cybersecurity company continues to do very well on CSAT. Cegeka have a string offering targeting the mid-market and public sector and have moved up in category this year.
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CHALLENGERS
The Challengers category includes 3 providers, NTT Data and new comers NRB and TCS. NTT Data improved their CSAT (+0.35) while TCS does a strong showing on debut.
EVOLUTION OF SATISFACTION SCORES
