Conclusion scores as high as ever on Giarte IT Experience Benchmark

IT service provider Conclusion has once again achieved top positions in the Giarte IT Experience Benchmark (formerly the Outsourcing Performance Benchmark). Apart from high scores on Competencies and Client Focus, Conclusion also takes second place this year in terms of client recommendations in the group of large IT service providers. With 84% of clients recommending Conclusion, the IT company scores much higher than the average of 60%. Furthermore, Conclusion has the highest percentage of clients who would absolutely recommend it in the Large Size peer group.

July 29th, 2020   |   News   |   By: Conclusion


Giarte score Conclusion Implementation

Above-average satisfaction with service

To determine service satisfaction, Giarte distinguishes between four domains. In addition to the three familiar domains of Application Management (AM), Infrastructure Management (IM), and End User Management (EUM), where Conclusion scores top marks, this year now features Security Management (SM). With scores of 8.3 in IM and 8.0 in EUM, Conclusion comes second in both domains. In the area of AM, the IT service provider scores a 7.9, earning it a place in the top 4. In the SM domain, Conclusion achieved a 7.2.

Conclusion also scores high in other parts of the research. The IT service provider achieved its highest scores on the indicators ‘deployment of high-quality expertise’ and ‘willingness to go the extra mile for its clients’. Conclusion is also rated highly for its reliability and adaptability to changing client wishes.

We are proud of all our employees who work hard to make this happen, and thank our clients for this fantastic feedback.

Etienne Valstar

About the research

Every year, Giarte publishes the largest benchmark study on the experiences of Dutch client organizations with their IT service providers. Senior management, such as CIOs, give their opinion about their outsourcing partners in the survey. The answers relate to all service levels over the past 12 months. Conclusion is participating in the IT Experience (formerly Outsourcing Performance) survey for the fifth year, in which 58 clients of Conclusion provided answers.

About Giarte

Giarte is a Dutch research and consultancy firm active in the area of client and end-user experience regarding business IT services and applications. With its expertise in making experience tangible, measurable, and controllable, it acts as the bridge builder between tech and touch. The firm is supported by a team of fifteen driven professionals who design tools and models for improving client and end-user experience in business IT and software. They help organizations and institutions to achieve a greater business impact and supply chain cooperation. Giarte is the founder of the Xperience Level Agreement (XLA®).

Since 2002, the Giarte IT Experience Benchmark (formerly known as Outsourcing Performance) has been the largest benchmark study among IT outsourcers regarding their opinion of the relationship with their IT service provider(s).

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One thing is certain: your imagination is the limit.

Sander Rosenhart

Sander Rosenhart

Commercial Director