Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm, announced the launch of the ISG Star of Excellence Awards, a new program that ranks providers on the quality of their services based solely on direct feedback from enterprise customers.
The new program was announced today at the ISG Americas Sourcing Industry Conference (SIC), the premier annual event for service and technology providers, held this year in Austin, Tex.
“ISG is excited to institute the first-ever service quality awards program for the $100 billion-plus global sourcing industry,” said Esteban Herrera, partner and global leader, ISG Research, in announcing the program in Austin. “The awards, based on the most comprehensive data set of client experience metrics in the technology services industry, aim to provide actionable feedback to providers and help the entire industry raise its game.
“As a leading technology research and advisory firm known for its unbiased, independent research and advice for enterprise clients, ISG is uniquely qualified among industry players to create and sustain such a research-driven program,” Herrera said. “The ISG Star of Excellence Awards will serve as an industry beacon for service excellence—a true north star for enterprise clients that want to know and engage with the best of the best.”
The ISG Star of Excellence Awards will be given annually to the technology and service providers that exhibit the highest customer experience scores in the areas of innovation, collaboration, solution design and execution. Winners will be named in each category, with the overall winner being the provider that demonstrates market-leading strengths across all four categories.
The winners of the inaugural ISG Star of Excellence Awards will be announced on November 6 at the ISG EMEA Sourcing Industry Conference in London.
During his presentation today, Herrera identified the 12 providers that are finalists for the 2018 ISG Star of Excellence Awards: Accenture, Atos, Capgemini, Cognizant, DXC, Genpact, HCL, IBM, Infosys, Mindtree, TCS and Wipro.
The ISG Star of Excellence Awards rankings are derived from ISG’s groundbreaking global 2018 “Voice of the Customer” Service and Technology Provider Perception and Performance Study, completed in September, which surveyed more than 1,000 buy-side enterprise executives at more than 550 companies. The enterprise respondents all have direct exposure to providers and represent a broad cross section of industries, company sizes, geographies and areas of responsibility.
In all, more than 60 service and technology providers were evaluated on 12 key market indicators and 58 separate critical performance attributes. Their scores were derived mathematically from customer feedback, without interpretation by ISG.
“Among the attributes we measured, nine stand out as particularly crucial to customer satisfaction and perception of quality,” Herrera said. “They are a sense of mutual benefit in working together; a strong spirit of partnership and trust; proactive identification and mitigation of risks; working well with other suppliers; effectiveness in risk management; responsiveness; consistency across account teams; willingness to take ownership of issues, and technology thought leadership.”
The providers evaluated by ISG offer information technology and business process services, networking and telecommunications services, and technology services, including software-as-service and intelligent automation.