DBT Bureau
Pune, 22 Feb 2025
Tata Consultancy Services has been ranked number one for Customer Satisfaction in Europe, according to an independent survey by Whitelane Research.
The Whitelane Research 2024/2025 IT Sourcing Study gathered insights from nearly 2,300 participants from Europe’s leading organizations. The study evaluated over 6,000 unique IT sourcing relationships and more than 6,500 cloud platform sourcing relationships, reinforcing TCS’ unique position in the industry. This marks the 12th straight year that TCS has held the highest ranking in this survey. Additionally, the organization also secured the #1 spot for general satisfaction in Financial Services (84% vs industry average of 77%) and Transport & Logistics (84% vs industry average of 73%), further strengthening its position as a trusted IT partner.
Jef Loos, Head Sourcing Europe at Whitelane Research, said, “Congratulations to TCS for 12 years in first place. It is no easy feat to achieve this ranking. This level of consistency over the years speaks of the quality of TCS’ IT services and customer focus. Technology needs can change dramatically year-on-year, just as we have seen with the increase in investment in AI and machine learning solutions. An IT service provider that can adapt to and anticipate changing needs is therefore essential for customers, and TCS’ ranking demonstrates that they have this ability.”
This recognition underscores TCS’ commitment to serving as a trusted IT partner for European enterprises, with a presence in the region for over 45 years. Throughout this journey, TCS has driven digital transformation for some of Europe’s leading multinationals across industries such as banking and financial services, manufacturing, telecom, retail, travel, logistics, and more. With a diverse and agile workforce operating from 62 offices across Europe, TCS continues to be a strategic transformation partner, empowering businesses to navigate change and achieve sustained success.
TCS demonstrated outstanding performance across six critical IT domains, including Digital Transformation (79% satisfaction vs. industry average of 75%), Cloud & Infrastructure Services (80% vs. 74%), Workplace Services (80% vs. 74%), Security Services (81% vs. 74%), Network & Connectivity Services (81% vs. 72%), and Application Services (82% vs. 76%).
Sapthagiri Chapalapalli, Head of Europe at TCS, said, “We believe in excellence in our IT services, and we are delighted to see this consistently reflected in our European customer satisfaction ranking as we celebrate our twelfth year at the top. We are especially proud to have ranked as an ‘excellent performer’ across every service pillar assessed. TCS values the trust placed in us by our customers, and our TCS teams prioritize always delivering exceptional customer service.”
Evaluating broad industry trends, the report found that 33% of respondents indicated their organization plans to increase its IT budget for external providers over the next two years, driven primarily by the need for access to specialized resources and talent (51%), followed closely by business scalability (50%). A deeper analysis of IT outsourcing strategies highlighted key investment priorities, with strengthening security, resilience, and cyber defense emerging as the top focus area (56%). Automation of key business processes (53%) and cost savings (44%) were also cited as major investment priorities. Additionally, advancing AI and machine learning solutions saw a significant rise in importance, increasing by 16% from the previous year’s finding (28%) to 44%.
In addition to securing the top spot for the 12th consecutive year in Whitelane Research’s 2024/2025 IT Sourcing Study, TCS has also been recognized as a Top Employer in Europe by the Top Employer Institute for the 13th year in a row. Since 2013, Whitelane has conducted its annual IT sourcing study to evaluate the leading IT and cloud service providers in Europe, making it one of the most comprehensive reports on the outsourcing market.
