Quality Disparities in the SAP Services Market in 2026

As part of the „Professional User Rating – SAP Services 2026“ survey conducted by Techconsult, more than 1,500 companies evaluated their service providers across the entire ERP cloud lifecycle. The study examines three key service areas: S/4 Hana Cloud ERP Private, S/4 Cloud ERP Public, and BTP Services.

The overall results paint a clear picture: In the DACH market for SAP services, the gap between the top performers and the rest of the field is widening. While leading providers in all three segments achieve customer satisfaction rates ranging from 70 to over 80 percent, the market average remains in the 58 to 65 percent range in nearly all categories. About one-third of all providers evaluated fall below this range in individual criteria. Particularly in the areas of innovation, consulting quality, and service loyalty, it is clear that many client companies have higher expectations of their service providers than these providers are currently meeting.

In the private cloud segment, for example, only 63 percent rate their provider as innovative; in the public cloud sector, presales satisfaction is as low as 57 percent. The champions, on the other hand, consistently impress across all dimensions. „The quality gap in the SAP services market will be clearly measurable by 2026: Those recognized as champions will have earned their customers“ trust in both evaluation dimensions—as a company and as a service partner,” said Waldemar Klassen, Senior Analyst at Techconsult.

S/4 Consulting as a Differentiator

For S/4 Hana Cloud ERP Private, the market achieves an average overall rating of about 63 percent—which means that roughly two out of three surveyed user companies rate their service provider positively on the respective criterion. However, one in three providers falls below this threshold, particularly in the areas of service and support, as well as consulting and training offerings.

Syntax Systems ranks among the top performers in this area: About 70 percent of the company’s surveyed users rate both its product portfolio and the services provided positively. The rating for transformation consulting is particularly outstanding: Here, around 82 percent of Syntax customers rate the service positively, which is nearly 20 percentage points above the market average of 63 percent. Consistently above-average customer satisfaction is also evident in migration strategy (72 percent vs. 62 percent market average) and service loyalty (72 percent).

„Anyone who is named a champion has
”has earned this recognition from its customers."

Waldemar Klassen,
Senior Analyst,
Techconsult

The S/4 Hana Cloud ERP Public segment shows the greatest disparity between the top performers and the broader market: On average, only 59 percent of users rate their public cloud service provider positively from an overall provider perspective. For services, the market average is 62 percent. In specific areas such as information provision (58 percent) or presales expertise (57 percent), satisfaction levels still lag significantly behind. Syntax Systems clearly stands out from the competition in this segment as well and ranks among the champions of the PUR Diamond. About 72 percent of respondents rate the company positively as a provider; for service ratings, the figure is about 74 percent. Rating of performance is particularly strong at around 80 percent (market average: 63 percent), as is the rating of overall transformation benefits at 78 percent (average: 60 percent).

SAP BTP Services

Across the SAP BTP Services sector as a whole, the average market rating for providers is 56 percent, while the service rating is 59 percent. This shows that there is still significant room for improvement in the BTP environment. About four out of ten client companies do not rate their service provider positively in at least one key category. Across all BTP sub-segments, Syntax Systems ranks among the most highly rated providers: Overall, across all BTP segments, about 70 percent of customers rate the services positively (market average: 59 percent).
(Source: Techconsult)