The Best IT Service Providers 2024: A Look at the Study and Its Results

To successfully implement their digital transformation strategies, it is crucial for companies to choose the best partners. The "Best IT Service Provider Study 2024," conducted by the iSCM INSTITUTE on behalf of ChannelPartner and COMPUTERWOCHE, provides valuable insights into companies' satisfaction with their IT service providers. In this blog post, we take a detailed look at the study's results, methodology, and key trends that are emerging for the future.

Overview of the Study

The survey was conducted between May 24 and July 17, 2024, and gathered feedback from 2,379 IT decision-makers on a total of 7,975 IT projects implemented in the last 24 months. Executives from various functions were surveyed, including CIOs, IT managers, executives, and department heads.

The study not only allows for a comprehensive evaluation of IT service providers across different revenue classes but also provides valuable insights into the priorities and expectations of companies.

Methodology of the Study

The analysis is based on the Net Promoter Score (NPS) principle, which enables a valid and reliable evaluation of service providers. This methodology ensures that the results are based on real customer feedback and creates a fair basis for evaluating the providers. The study distinguishes between four revenue classes of IT service providers to offer a more precise assessment of their services, tailored to the respective company size and market position.

Results and Rankings

The results of the study show clear competition among IT service providers. The top performers are characterized by high customer satisfaction and outstanding performance. Analyzing customer feedback provides deep insights into the strengths and weaknesses of providers, which are crucial for awarding distinctions and seals.

Notably, 95.6% of the surveyed companies rate the punctuality of their service providers as crucial. Furthermore, 95.5% are satisfied with the response time and communication of the providers. These metrics illustrate the expectations that companies have of their IT service providers. EnBITCon GmbH ranked 30th this year.

Key Themes and Trends for 2025

Another important finding of the study is the investment priorities of companies for the year 2025. Cybersecurity ranks first with 65.8%, reflecting the growing threats in cyberspace. Cloud services are considered important by 50.2% of respondents, while 41.6% want to invest in network infrastructure. These trends indicate that companies are not only reacting to current challenges but also want to proactively invest in future-proof solutions.

Evaluation Criteria for IT Service Providers

The survey results clarify that IT decision-makers use a variety of criteria when selecting and evaluating their service providers. The most important criteria include adherence to deadlines and Service Level Agreements (SLAs), quick response times, and flexibility to adapt to changing requirements. Over 94% of respondents consider these factors essential.

The "Best IT Service Provider Study 2024" provides valuable insights into the industry and highlights the importance of choosing the right partners to successfully meet digital challenges. The results emphasize the significance of customer satisfaction and continuous improvement in a competitive market. For companies looking to evolve their IT strategies, it is crucial to consider the trends and challenges facing the industry. The best IT service providers have not only proven themselves but are also ready to guide their clients into the digital future.

If you want to learn more about the best IT service providers or how EnBITCon can help you optimize your IT strategy, contact us!