The MT1000 survey evaluates service providers based on customer orientation, product leadership, and excellence in execution. It also calculates the Net Promoter Score (NPS) to gauge whether respondents would recommend these service providers to others.

What stands out this year is the high representation of small companies. According to Henk Volberda, a professor at the University of Amsterdam’s Amsterdam Centre for Business Innovation and the lead researcher for MT1000, this trend reflects a growing appreciation for personal, warm customer interactions. Intensive, direct customer contact and the agility of smaller organisations allow these service providers to be more adaptable and specialised, argues Volberda.

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