Champions in Customer Satisfaction

In the sixth year of the ISG Star of Excellence™ program, Stefanini EMEA proudly announces its recognition for delivering exceptional client-centric services and solutions. The program, conducted by Information Services Group (ISG), assesses technology and business process service providers based on their client experience (CX) scores across various categories, industries, regions, and technologies.

Rising Satisfaction Amid Global Challenges

The ISG voice of customer survey reveals an overall increase in enterprise clients’ satisfaction with their IT and business process outsourcing (BPO) service providers. Despite global macroeconomic challenges, enterprises express enthusiasm for emerging AI technologies. Service providers, including Stefanini, play a proactive role in navigating these challenges and providing futuristic, technology-led services.

Key Insights from the 2023 ISG Star of Excellence™ Program

Stefanini EMEA has achieved a commendable CX score of 92, well above the benchmark of the top 60 service providers. ISG evaluates CX based on six key pillars: business continuity, collaboration, execution, cultural fitment, governance, and innovation. Stefanini’s CX scores across these categories align closely with the benchmark of the top 60 service providers, reflecting healthy customer satisfaction levels.

CX Scores Across Categories

Stefanini excels in execution and delivery capabilities, receiving the highest CX scores from clients in this category. The company’s ability to execute plans and projects on time, provide agreed resources, and maintain superior-quality services has been particularly lauded.

The provider scores well in collaboration and transparency, surpassing the benchmark for defining work transitions, effective communication, and openness to constructive criticism.

Stefanini demonstrates prowess in innovation and thought leadership, scoring higher than the benchmark for adopting emerging technologies. Clients appreciate the company’s support for end-to-end processes and supplier monitoring as part of ESG reporting.

The provider receives accolades for people and cultural fit, surpassing the benchmark by adapting the delivery model to better meet business objectives and showcasing a solid understanding of clients’ business and industry.

Stefanini’s focus on business continuity and flexibility is highlighted as a major area for improvement over the next 12 to 18 months.

Recognizing Regional and Industry Excellence

Stefanini Group’s CX scores across the Americas, EMEA, and APAC outshine the benchmark of the top 60 service providers. The company’s deeply customer-centric approach reflects in its improved positionings in ISG Provider Lens™ quadrants across regions.

The company scores exceptionally high in business services, manufacturing, and healthcare industries, outperforming the benchmark. However, there is room for improvement in the telecom and media, public sector, and retail industries.

Triumph in Technology and Emerging Tech

Stefanini’s prowess extends to technology, with impressive CX scores in application development and maintenance, private/hybrid data center and public cloud services, digital workplace, and supply chain services.

The company excels in emerging technology services, particularly in immersive media and/or extended reality (metaverse), environmental, social, and governance (ESG), and AI services.

Client Testimonials

“Strong customer-focused service with excellent global coverage, clear strategic direction.”
“Our professionals have experienced significantly less downtime due to their high level of engagement.”
“In order to meet our needs, they seek to understand our organization, above and beyond measure.”
“Stefanini helped us in increasing the possibility of AI adaptation throughout the workforce.”

Stefanini EMEA’s recognition in the 2023 ISG Star of Excellence™ program reaffirms its commitment to delivering outstanding client-centric services. The company’s dedication to innovation, collaboration, and excellence across various categories and industries positions it as a leader in the technology and business process services landscape. As Stefanini looks ahead, the focus remains on continuous improvement, client satisfaction, and navigating the evolving landscape of technology and business processes.

We invite you to explore the detailed report to gain deeper insights into Stefanini’s CX scores across regions, technologies, industries, and emerging technologies. Your continued support is invaluable as we strive to enhance client-centricity in our industry.

In addition to the ISG Star of Excellence™ recognition, Stefanini EMEA celebrates its achievement as Net Promoter Score (NPS) Champions for Three Consecutive Years, showcasing consistent excellence in customer satisfaction.

Impressive NPS Scores Over Three Years

Stefanini’s NPS scores demonstrate a remarkable track record:

2021: +66
2022: +63.4
2023: +65.4

These scores significantly surpass the NPS for the IT industry, which was 42 in 2023, according to the global benchmark from ClearlyRated.

Understanding NPS and Calculating Stefanini’s Score

NPS is a standardized approach to measuring customer satisfaction and loyalty. Stefanini’s NPS is calculated by subtracting the percentage of people less likely to recommend Stefanini from the percentage of people very likely to offer a recommendation.

The survey process includes anonymously gathering feedback from clients, asking if they would recommend Stefanini. The open text box in the survey allows clients to provide additional comments, offering valuable insights into their experiences.

Customer Testimonials Reflecting Excellence

Customers have shared their satisfaction after the survey:

“We rely a lot on our Stefanini team and appreciate their openness and resilience to always deliver at great value or take actions to improve on the spot.”
“As always very happy: Proactive team, excellent service, our internal customers are very happy with the service provided.”
“I am very impressed with Stefanini. The teams are excellent and passionate about what they do.”

Read more about Stefanini’s NPS achievement here. Your continued support is invaluable as we strive to enhance client-centricity in our industry.