Increased customer satisfaction despite difficult economic environment

S&T conducted its second Customer Satisfaction Survey in 13 countries among more than 1250 key customers. The representative results (a response rate above 44%) show an improvement in overall customer satisfaction from 2.3 in 2008 to 2.2 in 2009 (ratings from 1 = totally satisfied to 6 = totally dissatisfied). The best performing countries in respect to overall customer satisfaction were:

• 1st: Moldova (1.48)
• 2nd: Ukraine (1.78)
• 3rd: Romania (1.79)

In particular, customers value the expertise of S&T’s consultants and engineers as well as their willingness and ability to keep commitments towards the customer. In addition, S&T was rated above the IT industry average in respect to the normally controversial price-performance issue. S&T customers are more satisfied with the quality they get for their money from S&T than from competitive providers. For S&T, this represents a unique selling proposition against the backdrop of the economic turbulences and the ensuing price pressures. Last but not least, the service delivery and the high availability of S&T’s contact persons were rated as being exceptionally high.

Moreover, the results of the Customer Satisfaction Survey have confirmed that S&T’s new offering portfolio and strategic focus areas for 2010 are well received by clients. The positioning as a Business Innovation and Transformation Partner (BITP) corresponds with the investment priorities of our customers over the next six months, encompassing:

• IT Strategy and Processes
• Security, Network and Connectivity Solutions
• Storage Solutions