ITeX 23/24 was created through the acquisition of the Giarte ITX by research agency Motivaction. In recent years, the Giarte ITX market research measured satisfaction between service providers and outsourcing companies. When Giarte unfortunately went bankrupt last summer, this research was discontinued. The Digital Ecosystems Institute is now revamping this research together with Motivaction: ITeX, IT ecosystems Xperience
Why NetRom Software is the preferred partner for software development
Customer satisfaction at the highest level
The results of the IT Experience Monitor 2023-2024 (ITeX) are in, and for the fifth consecutive year, NetRom Software is one of the big winners. With a fan score of 96% and the highest Customer Satisfaction Score in the IT sector, NetRom Software not only performs better than in the previous two years but even seems to achieve the number 2 position in the entire benchmark!in de voorgaande twee jaar maar lijkt zelfs de nummer 2 positie te behalen van de gehele benchmark!
The highlights of the research
An important part of a better customer experience is learning from feedback. The IT Xperience model provides organizations with insight into what we, as IT companies, need to do to truly make a difference in a collaborative relationship. The model shows which levers can be pulled to strengthen the relationship with clients and add more value.
The model is derived from the data of Giarte’s long-standing research on satisfaction within sourcing relationships and from a systematic literature review of research on customer loyalty in B2B relationships. From this, the key predictors of customer loyalty have been identified. The IT Xperience model for customer loyalty in business IT services is based on three pillars: Output, Outcome, and Monetized Performance Goals.
Output
NetRom Software scores an average of 90 on output, well above the industry average. A great result that underscores NetRom’s focus on the customer relationship.
Outcome
NetRom Software also scores the highest in Customer Satisfaction, known as the Customer Delight Score. This measures whether clients are satisfied with the collaboration and is based on three different metrics: trust, recommendation, and expectations. After a fantastic score last year (89), NetRom has raised the bar even higher with a score of 90!
Additionally, NetRom Software has achieved a fan score of 96% for the third consecutive year.
Monetized performance goals
To the question: ‘If you had the choice, would you collaborate with NetRom again for IT-related outsourcing in the future?’ atleast 90% answered emphatically with ‘YES’. This score, with only positive responses, shows that NetRom’s motto ’employee 1st = customer 1st’ also has an impact on its relationship with clients!
The ITeX survey includes
Concrete figures to assess customer satisfaction in the market, compared to the market.
Mutual insights into the working relationship between participating IT service providers and their clients through in-depth interviews and personal reflections.
A deep dive into the importance of ecosystemic thinking to optimize mutual satisfaction within work relationships
The value of NetRom Software?
Founded in 1999, NetRom Software has grown into a mature market leader with around 500 highly skilled professionals. NetRom Software is at the forefront of outsourcing software development in a nearshore setting. Key features include a transparent development process, premium services, and unparalleled attention to customer satisfaction.
Long-term relationships, with the utmost care for both its employees and clients, and deep expertise are central to the DNA of NetRom Software. NetRom focuses on three key areas:
Co-creation with professionals who understand your domain
Our team consists of dedicated domain experts who understand the intricacies of your field. The best solutions come from a deep understanding of your unique challenges, objectives, and regulatory landscape. At NetRom, we see co-creation as a fusion of industry insight and technological expertise. This ensures that the software we develop is not only functional but also perfectly aligned with the everyday operations of your business.
Carefully assembled ‘managed’ teams with a commitment to results
The power of effective collaboration in software development is not only determined by the skills of individual team members. We recognize that every collaboration in software development is unique and requires a team with the right skills, expertise, and cultural fit. We are redefining IT outsourcing – we become your strategic partner for product development. We go as far as taking responsibility at the sprint level for the quality and volume of the agreed-upon deliverables.
Engaged teams for long-term collaboration
Our ‘Employee 1st = Customer 1st’ philosophy: by putting employees first, we guarantee your satisfaction. Since the company’s inception, NetRom has maintained an average turnover rate of only 6-7%. Through our continuous focus on the personal development of our employees, we ensure that our teams remain committed to your planned software developments in the long term.
Download the ITeX 23/24 whitepaper (in Dutch only)
Looking for reliable software development services?
See how we can help.
- Anneke van der Putten
- Call: +31 (0)30 782 0111
- anneke@netrom.nl
- Ronald Bouwmeister
- Call: +31 (0)30 782 0117
- ronald@netrom.nl