Tuesday 2 March 2021
This year, Whitelane Research, the independent outsourcing specialist, conducted a satisfaction survey of 230 companies in Belgium and Luxembourg, covering 530 contracts, which are estimated by Whitelane to represent about 90% of the value of all IT outsourcing budgets in the BELUX.
28 NRB clients were among those surveyed. The overall satisfaction rate of the NRB's customers is up for the third consecutive year and stands at 78%, 2% above the market average of 76%.
The report shows for NRB an excellent performance, in progress compared to last year, with scores above the market average, in the following areas: Account management (83 % or + 5 % compared to 2019), Service delivery (81% or +6%) and Cloud capacity (80 % + 5 %).
The NRB results show a good performance, up on last year as well, and still within the market average for Contractual flexibility (70%, +3%), Innovation (69%,+7%) and Transformation Quality (66%, +6%).
Still, the report indicates there is room for improvement for NRB, specifically regarding its pro-activity. NRB acknowledges this and continues investing in its consultative service model, in which NRB can act as a partner of the customer, inspiring him, supplying him with ideas and accompanying him throughout his digital transformation.
“Overall, the results of the survey are a great motivation for The NRB Group to continue to progress to reach the level of the best on the market!”, confirms Pascal Laffineur, Chief Executive Officer of The NRB Group.