KeyMan top in customer satisfaction in Sweden
KeyMan in the top of providing customer satisfaction in the third consecutive year
In Radar’s annual supplier quality review KeyMan, for the third consecutive year, is in the top spot among consultant suppliers within IT.
KeyMan is a leader in creating operative, tactical and strategic values for their customers during 2022, according to Radar’s annual supplier quality review. The period of this year’s review has been extended and completed in Q1 2022 to provide a clear picture of the current status of relations between suppliers and customers during the challenging and special pandemic year. More than 800 Swedish businesses have participated and submitted answers in Sweden’s largest quantitative survey among IT decision makers on delivered customer satisfaction and customer value.
– The results of the Radar Supplier Quality 2022 plainly show the importance of clarity in competence and delivery, which is reflected in the customers’ appreciation of partnership and value in the relationship with the supplier. Suppliers who show high competence and clarity in their offer have been rewarded when the customers have been forced to focus on costs and profitability”, says Hans Werner, CEO at Radar.
The analysis shows a continuation of the trend that already was obvious last year where the difference between the 5% with the lowest customer satisfaction ratings and the 5% with the highest customer satisfaction ratings has continued to increase. This means that the risks associated with choosing the wrong supplier continue to increase in the Swedish market. The companies in the cathegory “leading” differ significantly from the average regarding the creation of customer value and great customer satisfaction.
-We are very proud and happy of the results of this survey. This is an acknowledgement that we as a team and our work processes not only work but also in many instances exceed our customers’ expectations says Mats Mårtensson, CEO at KeyMan.
The pandemic was a difficult time in the ralations between buyers and suppliers, where almost 50% of the buyers found that their suppliers had a reactive approach. After the pandemic this proportion has decreased to 40%.
This year the buyers think that the suppliers have a better understandning of the business and a more proactive approach. The customers are generally more satisfied with their suppliers than before except in the segment of infrastructure and operation where the trend is in the opposite direction.
The report Supplier Quality is part of Radar’s on-going report issuance. It presents development and analysis regarding customer satisfaction within four defined segments of the IT-service market, with eight areas of of questions. To an IT-procuring business the report provides a guidance in what areas and questions that should be prioritized in a sourcing process to minimize risks and assure expected outcome. To IT-suppliers the report provides an insight into how the customers view the general capability of the suppliers in different parts of the delivery, into which areas a supplier has the greatest chance of excelling and where the risks of falling behind are.
The answers of more than 800 businesses are the base of the analysis.
