Service Provider Superstars – as Voted for by Dutch End-User Organisations
Paul Cornelisse, Managing Director Information Technology Advisory, The Netherlands
The recently published results of the 2010 Dutch Strategic Outsourcing Study investigated over 460 outsourcing contracts held by over 150 of the top IT spending organisations in the Netherlands. In addition to market trend analysis highlighted in my previous blog, service provider performance was assessed against nine key performance indicators which, in summary, comprised of: quality, price, risk, operational relationship, strategic relationship, innovation, flexibility, governance and transition.
For each outsourced process, survey participants (senior executives with influence over corporate and outsourcing strategy) also rated their general satisfaction with their service providers – a qualitative, yet critical point for analysing the success of the outsourcing relationship. Overall, respondents stated that they were satisfied with the service they are receiving from providers across each of the process areas considered: Application Management, Infrastructure Management and End User Management. Eighty-one percent of all participating organisations are satisfied with their service provider (in terms of general satisfaction) and 82 percent of buyers would recommend their service provider(s) to someone else.
Through this study we also found a significant positive correlation between the strategic importance of the outsourcing relationship and general satisfaction levels of clients. The trend was very clear – clients who viewed their relationship with their service providers as transactional typically had far lower levels of general satisfaction than those viewing the relationship as being strategic.
Incredibly, there were a number of service providers whose clients all gave a satisfied score (either very satisfied, satisfied or somewhat satisfied) – these were Centric, Cognizant, Infosys, TCS and Verizon Business. The top ranking service providers overall for general satisfaction are shown in the chart below.
To dig deeper into these findings take a look at the management summary or full report produced by EquaTerra. The management summary of the report is available on the EquaTerra website. To purchase the full report please contact Anton Joha: anton.joha@equaterra.com.
(The focus of this research is IT services outsourcing contracts with an annual value of more than €1 million)
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