EVALUATION METHOD
The results of this survey are based upon:
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200+ interviews with 160 top companies and government organizations in The Netherlands and Belgium and 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 23 top service providers leadership (geography leads and domain leads) to understand their capabilities, differentiators, credentials and focus areas.
We map the service providers on two ‘Squares’:
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Applications and Digital services
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Infrastructure and Cloud services
Local Market Impact (Y-axis)
The below table explains how we assess the different service providers for Local Market Impact:
Applications / Digital services
Size of Business in local geography (in €)
Number of Customers in local geography
Breadth and Completeness of Service Offerings (AMS, SI, Testing services)
Size of Applications business globally (in €)
Diversification across different sectors / market segments locally
Weight
20%
15%
35%
20%
10%
Infrastructure / Cloud services
Size of Business in local geography (in €)
Number of Customers in local geography
Breadth and Completeness of Service Offerings (DC, Cloud, EUC)
Size of Infrastructure business globally (in €)
Weight
30%
15%
35%
20%
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 Local Market Impact.
Client Satisfaction (X-axis)
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
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. We have strengthened the client satisfaction requirement to be a Leader. A service provider needs to have a minimum average satisfaction rating of 3.3 to be a Leader.
On the provider profiles, we have for each provider a view across the different services as shown in the below example. A tick in the box represents that the provider offers these services and we have seen strong evidence of this in our survey. 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
✓
SYSTEMS
INTEGRATION
✓
DATACENTER /
CLOUD
End User
Services
APPLICATIONS & DIGITAL SQUARE
BELGIUM
The Applications and Digital now features 17 players, up from 14 last year. CGI, Fujitsu and Hexaware mark their debut in this square. The services considered within this Square cover application management and development, systems integration and digital transformation.
This year we have added a line showing the median client satisfaction score for this square, which stands at a healthy 3.7 This shows that clients are generally quite satisfied with their application providers. Also, it neatly divides performance on client satisfaction into above-median and below-median performance.
The top 3 providers in terms of Client Satisfaction are PWC, CGI and Hexaware.
LEADERS
Accenture, TCS and Capgemini reconfirm their position as Leaders for the Applications & Digital Square. TCS has moved up in Market Impact owing to a strong revenue growth and higher maturity assessment on projects. While Capgemini had a small jump in CSAT compared to last year (+0.1), Accenture had a small drop (-0.1) and TCS had a bigger drop (-0.4).
CHALLENGERS
The Challengers category includes 9 providers – IBM, Infosys, Cognizant, Cronos, Deloitte, Cegeka, DXC, Eviden and Delaware. Some key highlights:
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IBM and Cronos made large improvements in their CSAT scores this year
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DXC once again had an outstanding CSAT and even improved on last year
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Eviden marks its debut as a standalone entity in the square this year, both Deloitte and Eviden (Atos last year) saw a drop in CSAT.
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Cegeka made a big vertical climb on Market Impact (also taking into account NSI)
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Cognizant and Delaware made a small improvement on CSAT while Infosys remained stable
NICHE
The Niche category includes 5 providers – Wipro, CGI, PWC, Fujitsu and Hexaware. CGI, Fujitsu and Hexaware make their debut on the square. PWC continues to score very well and the highest CSAT. CGI and Hexaware are the other two top performers on CSAT. Wipro made a small improvement. While Fujitsu made it to the square on back of their ServiceNow and Blockchain practice.
INFRASTRUCTURE & CLOUD SQUARE
BELGIUM
The Infrastructure and Cloud square sees a significant expansion with 12 service providers, up from 8 last year. Accenture, delaware, NTT and TCS join the square this year.
Infrastructure services cover cloud transformation and operation, datacenter services, workplace and service desk, and network management. However, we do not consider the pure network providers.
This year we have added a line showing the median client satisfaction score for this square, which stands at 3.48. Though a median score of 3.48 is quite healthy on its own, this shows that general client satisfaction with infrastructure providers is lower than that for Applications (median score of 3.70). This depiction divides performance on client satisfaction into above-median and below-median.
The top 3 providers in terms of Client Satisfaction are Stefanini, TCS and Kyndryl.
LEADERS
For the second year in a row, Kyndryl remains as the sole leader for Infrastructure and Cloud services. They also made a strong improvement in their CSAT score.
CHALLENGERS
The Challengers category includes 8 providers – NTT, Cegeka, Accenture, Fujitsu, DXC, TCS, Capgemini and HCLTech. Some key highlights:
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NTT makes it debut on the Infrastructure and Cloud square. They surprised us with the scale of their business and strong capabilities in several areas. With a higher CSAT score, they would even join the Leaders category.
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Cegeka made a huge jump in terms of Market Impact.
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Thanks to its acquisition of Sentia, Accenture now has a very strong local Infra and Cloud practice and a very good CSAT score too.
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TCS makes a stellar debut too with very high CSAT scores.
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Fujitsu and Capgemini made a small improvement in CSAT while DXC was quite stable. HCLTech saw a large drop of 0.47 points on CSAT.
NICHE
The Niche category includes 2 providers – Stefanini and delaware. Stefanini continues to impress with a very high CSAT (highest CSAT third year in a row). delaware makes it on account of its strong Azure and O365 practice.
LOW PERFORMER
Atos continues to be in the Low Performer category for a second year. They are still in stabilization mode and hopefully this will improve in 2024.
APPLICATIONS & DIGITAL SQUARE
NETHERLANDS
We have 8 service providers represented in our Square. The services considered within this Square cover application management and development, systems integration / digital transformation, business intelligence & analytics and testing services.
LEADERS
In the Leaders category – we have Accenture, TCS and Capgemini. Accenture has the highest local market impact of all service providers for Applications / Digital services, followed by TCS and Capgemini. Interestingly, the list of the three Leaders for Application services is consistent with Belgium, making these three companies the Leaders in BeNeLux.
CHALLENGERS
We have 4 companies in the Challengers category. These are Infosys, Cognizant, Wipro and HCL. Infosys and Cognizant are not so far apart from the Leaders in terms of Market Impact.
NICHE PLAYERS
In the niche players category we have Tech M which has a strong client portfolio, but not yet the scale of its peers.
INFRASTRUCTURE & CLOUD SQUARE
NETHERLANDS
We have 7 companies represented in our Infrastructure and Cloud Services Square. We see a relatively higher level of client satisfaction for Infrastructure and Cloud services in The Netherlands when compared to Belgium. Leading the pack on client satisfaction is HCL with a satisfaction score of 4. Kyndryl and Tech M are close behind with a score of 3.9.
Infrastructure services cover cloud transformation and operation, datacenter services, workplace and service desk. We exclude network management services.
LEADERS
This year we have a single leader in this category which is Kyndryl. They are the largest infrastructure services provider in the Netherlands with a very strong client satisfaction score.
CHALLENGERS
In the Challengers category we have 5 companies: Atos, DXC, HCL, Cognizant and Wipro. All of them have strong capabilities across Cloud, Datacenter and End User services. Atos also had the scale of business and capabilities to be categorized a Leader, but it fell short in terms of the average client satisfaction which needed to be 3.3 and above to make it to the Leaders square.
NICHE PLAYERS
In the Niche Players category we have Tech M, who nevertheless has an impressive portfolio of clients.
EVOLUTION OF SATISFACTION SCORES - BELGIUM
APPLICATIONS & DIGITAL SQUARE
INFRASTRUCTURE & CLOUD SQUARE
