|
|
 |
|
Viewing report
|
|
|
|
2009 Top ITO Technical Support Outsourcing Vendors, Black Book Survey 2009 Results
The Black Book of Outsourcing, Aug 2009, Pages: 39
Results from 2009 Black Book Outsourcing survey. Customization, Cultural Fit, Reliability and Customer Relationships are the most important attributes influencing Information Technology Support Outsourcing client satisfaction with their outsourcing providers.
In 2009, the Black Book Information Technology Outsourcing - Tech Support Client/User survey investigated over 500 contracts held by 1,500 of the top tech outsourcing spending corporations and organizations globally.
18 Key Performance Indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0-10 scale per KPI.
Key Findings from the Survey:
Key Finding: Most Important Customer Satisfaction KPIs
-- Customization, Cultural Fit, Reliability and Customer Relationships are the most important attributes influencing ITO Technology Support Services clients’ satisfaction of their respective and collective outsourcing providers.
Key Finding: Technology Support Services Vendor Dissatisfaction is rare among those with Comprehensive Programs
-- Strong dissatisfaction is uncommon in this niche ITO service segment, where the vendor offers extensive services for Hardware & Devices, Applications & Tools and Services, occurring in only 7.9% of clients globally. Vendors focused on small niches of tech support attribute higher dissatisfaction rates, particularly from offshore locations.
US clients are among the most satisfied with technology support services delivery, exceeding 93%. Strong dissatisfaction with offshore outsourcing vendors exceeded 18.3% of all surveyed clients with 2009 tech support projects.
Key Finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End Tech Support Vendor produces the Highest Satisfaction Rates equally from Onshore, Nearshore and Offshore Locations
Customers who bought this item also bought
2009 Top High-Tech and ISV ITO Vendors, Black Book Survey 2009 Results
2009 Top Healthcare ITO Vendors, Black Book Survey 2009 Results
2009 Top Managed Security Services Information Technology Outsourcing Vendors, Black Book 2009 Surveys
2009 Top Legacy Migration ITO Vendors, Black Book Survey 2009 Results
2009 Top BI Data Warehousing ITO Vendors, Black Book Survey 2009 Results
2009 Top Travel Industry Business Process Outsourcing (BPO) & Information Technology Outsourcing (ITO) Vendors, Black Book 2009 Survey Results
2009 Top IT Software Testing and Quality Assurance Outsourcing Vendors, Black Book Survey 2009 Results
2009 Top Software Product Development and Engineering Outosurcing Vendors, Black Book Survey 2009 Results
2009 Top Software Product Development and Engineering Outsourcing Vendors, Black Book Survey 2009 Results
2009 Top Knowledge Process Outsourcing (KPO) Vendors, Black Book 2009 Survey Results
|
|
|
|
