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 25 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. Typically, those providers with a calculated Market Impact > 4, end up as Leaders (as long as their average CSAT allows it). Providers with a calculated Market Impact between 3 and 4 are classified as Strong Contenders. And, Providers with a calculated Market Impact <3 are classified as Challengers. We have renamed the erstwhile Niche category into Challenger, as not all service providers in that category were necessarily ‘niche’. Some of them are full service providers globally, who are simply low on the Y-axis due to small market presence in the local geography. Hence the new category Challenger represents either low market impact or a niche service focus.
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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 - Workplace, Onsite services
Breadth and maturity of service offerings - Service Desk
Size of business globally (in €)
Weight
30%
10%
25%
25%
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.
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
APPLICATIONS & DIGITAL SQUARE
The Applications and Digital square features 18 players. This year we welcome Sopra-Steria, NRB and Inetum into the mix. Dropped from the list are IBM and Wipro due to lack of sufficient datapoints. 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 3.74 (slightly up from 3.70 last year).
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The Leaders are Accenture, TCS and Capgemini
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The top 3 providers in terms of Client Satisfaction are CGI, Cognizant and Infosys.
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The providers who made the biggest jump in CSAT are Infosys (+0.52), Cegeka (+0.38) and Cognizant (+0.24).
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The providers who made the biggest drop in CSAT are DXC (-0.36), PWC (-0.3) and Hexaware (-0.16).
LEADERS
​Accenture, TCS and Capgemini reconfirm their position as Leaders for the Applications & Digital Square. These figures do not as yet take into account Accenture’s acquisition of Arηs, which will further strengthen their position. While Accenture and Capgemini had a small improvement in overall CSAT, TCS had a small decrease.
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STRONG CONTENDERS
​The Strong Contenders category includes 8 providers – Cognizant, Infosys, Sopra-Steria, Delaware, Cegeka, Cronos, Deloitte and DXC. While Infosys, Cognizant and Cegeka made large jumps in CSAT, Cronos, Delaware and Deloitte were at par, and DXC dropped in CSAT. Sopra Steria who with the acquisition of Tobania and Ordina has a formidable local presence makes its debut. Cognizant and Infosys have somehow managed an identical score on both CSAT and Market Impact - down to the second decimal!
CHALLENGERS
​The Challengers category includes 7 providers – Atos, NRB, CGI, Inetum, Fujitsu, PWC and Hexaware. CGI continues to score very well on the CSAT and has the highest score. Atos has dropped in terms of category from being a Contender into Challenger. Our new joiners are NRB who are very strong in the Walloon public sector and Inetum (ex Real Dolmen).
CLOUD AND DATACENTER SQUARE
This year we have split the erstwhile Infrastructure services square into Cloud and Datacenter and End User services. The Cloud and Datacenter square features 13 players. NRB and Cronos make their debut on this square this year.
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​Some highlights:
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The median level of CSAT for this square is 3.4, the lowest amongst all squares.
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Kyndryl retains its leadership position, also with the highest CSAT
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The top 3 providers in terms of Client Satisfaction are Kyndryl, NRB and TCS
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The providers who made the biggest jump in CSAT are Atos (+0.59), Fujitsu (+0.47) and HCLTech (+0.3).
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The providers who made the biggest drop in CSAT are DXC (-0.43), Accenture (-0.41) and TCS (-0.17).
LEADERS
​For the third year in a row, Kyndryl remains the sole leader. This year they are also the highest on CSAT.
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STRONG CONTENDERS
​The Contenders category includes 6 providers – Cegeka, Accenture, Atos, HCLTech, TCS and NRB. TCS and NRB end up with the exact same CSAT and market impact. NTT Data and DXC narrowly miss being in this category due to their low CSAT scores. NRB is the new entrant with a very strong infrastructure capability and a best in class mainframe capability.
CHALLENGERS
​The Challengers category includes 6 providers – NTT Data, DXC, Capgemini, Cronos, Fujitsu and Delaware. Fujitsu had a huge improvement in CSAT demonstrating that they are recovering from the shock of closure of their Kazan delivery center.
END USER SERVICES SQUARE
This year we have split the erstwhile Infrastructure services square into Cloud and Datacenter and End User services. The End User services square features 9 players. As End User services was only a small part of the Infrastructure service square until last year, the results of this square are a revelation. Companies like Stefanini who only appeared as a Niche player on the Infrastructure service square, now appear high as a Strong Contender for End User services. Cegeka emerges as the sole leader, even if they just make the mark due to their high market impact. This year Econocom makes its debut on our square with very good local references particularly on service desk and a strong resell and finance capability.
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​Some highlights:
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The median level of CSAT for this square is 3.7.
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Cegeka comes out as the sole leader, just managing to appear above the line.
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The top 3 providers in terms of Client Satisfaction are Stefanini, Delaware and TCS.
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The providers who made the biggest jump in CSAT are Atos (+0.74), Delaware (+0.37) and Cegeka (+0.19).
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There were no providers with significant drop in CSAT.
LEADERS
​Cegeka emerges as the sole leader based on the strength of their revenues and number of customers. However they just managed to reach that category, as despite very strong workplace and service desk capabilities, they have a limited global footprint. Which was one of the reasons for which Econocom did not make it to the Leaders category.
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STRONG CONTENDERS
​The Contenders category includes 5 providers – Fujitsu, Atos, Stefanini, Econocom and TCS. While Econocom has a strong European business and ability to offer financing and resell, the others have a more global footprint. Stefanini again has a best in class CSAT.
CHALLENGERS
​The Challengers category includes 3 providers – Capgemini, NRB and Delaware. Capgemini has the global capability and local footprint to be a Strong Contender. They drop to Challengers due to the lower CSAT. While NRB has good capabilities for local clients, they do not have the geographic footprint of their competition. Delaware offers a limited service portfolio focussing on the Microsoft suite and O365 capabilities.
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There are other companies like HCLTech, Computacenter and Wipro who also offer these services, but do not appear on our survey due to insufficient datapoints in our survey.
CYBERSECURITY SQUARE
This year we have a brand new Cybersecurity square. As security services become more specialized, more and more clients are opting for separate security contracts rather than bundling security into individual domains such as applications or end user services. Our Security square features 8 companies. For this year, we have not looked at companies who are offering only pen-test services. For this first year, we analysed companies and their capabilities on two primary axes – security advisory, GRC, implementation services; and, managed security services which include EDR/MDR. We intend to broaden this capability assessment next year on a broader axis that would also cover cloud security, applications security, I&AM and pen-testing in addition to the advisory/GRC and managed security.
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​Some highlights:
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The median level of CSAT for this square is 3.7 which is fairly good for a relatively new capability.
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The leaders are Accenture, Atos and OCD.
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The top 3 providers in terms of Client Satisfaction are nviso, Cronos and Cegeka.
LEADERS
Accenture, Cronos and OCD emerge as Leaders on our Security square. Accenture has both a strong advisory and managed security practice. While Atos and OCD are leaders in terms of managed security.
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STRONG CONTENDERS
​The Contenders category includes 3 providers – Capgemini, nviso and Cronos. 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 has very strong and growing capabilities and very high CSAT. Cronos has very good implementation and point security capabilities but need to mature the managed service offering.
CHALLENGERS
​The Challengers category includes 2 providers – NTT Data and Cegeka.
A notable exception this year is Proximus NXT – we hope to feature them in next year’s study.
PROVIDER OVERVIEW
EVOLUTION OF SATISFACTION SCORES
APPLICATIONS & DIGITAL SQUARE
CLOUD & DATACENTER SQUARE
