NTT DATA Business Solutions

NTT DATA leading in customer satisfaction

82 % approval for NTT DATA in Whitelane Research study ‘IT-Sourcing Germany 2022’

NTT DATA, a global digital business and IT services leader, continues to be number one in customer satisfaction and, for the fourth time in a row, tops the ranking of the best IT service providers. This was the result of the independent study “IT Sourcing Study Germany 2022” by Whitelane Research in cooperation with Navisco AG.

More than 180 customers gave their judgement based on their experiences in more than 450 IT sourcing relationships. The result: NTT DATA again achieved the highest value with 82 percent customer satisfaction and was able to maintain its position as champion. A total of 92 percent of NTT DATA customers were “very satisfied” or “satisfied”.

“At the end of a year of major challenges for the German, European and global economy, it is particularly important for us to remain at the forefront of customer satisfaction in Germany. We see this latest success as an award for our corporate value ‘clients first’. And as a benchmark for our future actions – reliable, secure, innovative as well as ecologically, economically, and socially sustainable,” said Stefan Hansen, CEO and Chairman of the Management Board of NTT DATA DACH.

First-class satisfaction ratings

The first place in the Key Performance Indicator (KPI) “Service Delivery Quality” with 82 percent satisfaction (average: 74 percent) also played a major role in the overall ranking this year. In the important new assessment category “Security”, NTT DATA achieved a top ranking with 80 percent, as well as in “Sustainability” with 75 percent and “Transformative Innovation” with 72 percent. In all eight KPIs, the satisfaction scores for NTT DATA were above average – mostly significantly so.

Norbert Rotter, CEO of NTT DATA Business Solutions AG and SVP NTT DATA, emphasises: “As the largest SAP partner for medium-sized businesses, we understand our customers’ business processes and drive IT innovations together with them. The repeated top ranking confirms our expertise in reliably and satisfactorily implementing and successfully completing highly complex transformation projects.”

Swen Rehders, Chief Sales Officer and Managing Director NTT DATA DACH, said: “The first place for NTT DATA shows that our customers appreciate the quality of the services with which we accompany them in their digital transformation. The top ranking in the three new key performance indicators also confirms our value-oriented strategy and encourages us further to become better together with and for our customers.”

Overall satisfaction with the IT outsourcing contract


Well positioned for future market development

With yet another top ranking, NTT DATA shows that it is well equipped for future growth in the market for IT sourcing: according to the study, 41 percent of respondents plan to outsource more in the future, 31 percent want to make no change and 14 percent are still undecided. Only 14 percent want to outsource less.

As the main motivation for outsourcing, greater scalability for business requirements (61 percent) has replaced a stronger focus on the core business (52 percent). Other important arguments for outsourcing services are access to innovations (44 percent) and personnel (39 percent).

“The fact that 72 percent of respondents want to maintain or expand outsourcing at the current level demonstrates the great importance of IT service partners for the digital transformation of companies. NTT DATA has proven for the fourth time in a row that it has understood the needs of its customers and delivers convincing results in areas such as security and sustainability,” said Jef Loos, Head of Sourcing Europe at Whitelane Research.

For more information on the study visit:

About Whitelane Research

Whitelane Research is an independent organization uniquely focused on IT Outsourcing across Europe. Its unique and extensive annual IT sourcing studies survey CIOs of the largest IT spending organizations in different European countries about their opinion on their outsourcing plans and IT Outsourcing/Cloud service providers. More information:

About Navisco AG – Sourcing Professionals

Navisco AG is the first independent sourcing advisor in the DACH region with cross-industry IT Strategy, Sourcing & Transformation experience for international corporations. With more than 20 years of specialized expertise and over 400 projects in IT benchmarking, sourcing and transformation, Navisco AG has increased shareholder value for international corporations cross all industries through transforming IT organizations to market best practices with leading service providers. More information:


NTT DATA – part of NTT Group – is Trusted Global Innovator of Business and IT Solutions, headquartered in Tokyo. We support our customers in their transformation through consulting, industry solutions, business process services, digital and IT modernization and managed services. With NTT DATA, customers and society can move confidently into the digital future. We are committed to the long-term success of our customers, combining global presence with local customer support in over 50 countries. For more information, visit

NTT DATA Press contact for Germany, Austria and Switzerland:

Cornelia Spitzer, BA
Press Manager DACH
Phone: +43 664 8847 8903
Email: [email protected]

Storymaker Agentur für Public Relations GmbH
Gabriela Ölschläger
Senior Consultant
Phone: +49 7071 93872 217
Email: [email protected]

About NTT DATA Business Solutions

NTT DATA Business Solutions drive innovation – from advisory and implementation, to managed services and beyond, continuously enhances SAP solutions to make them work for companies – and for their people. Aiming to help companies to transform, grow and become more successful, NTT DATA Business Solutions connects with a more than in-depth expertise for SAP solutions its clients´ business opportunities with the latest technologies – individually and across all business areas. As part of the NTT DATA group and as a global strategic partner of SAP, with close ties to other partners, NTT DATA Business Solutions gives clients and prospects access to innovative solutions and developments and thus makes an important contribution to innovation and long-term business success. NTT DATA Business Solutions employs more than 12,000 people in 30 countries.

Press contact NTT DATA Business Solutions

Silvia Dicke
Head of Corporate Communications
Phone: +49 (0) 521 / 9 14 48 – 107
Email: [email protected]