Stan Lepeak, Managing Director, Global Research

The most positive findings to come out of the 2009-10 EquaTerra European ITO Service Provider Performance and Satisfaction (SPPS) Studies are the high levels of satisfaction amongst outsourcing buyers with the performance of their service providers, as well as the degree to which outsourcing efforts had achieved their original benefits sought. Across all of the markets covered in this year’s studies, 84 percent of key outsourcing stakeholders polled were either somewhat satisfied (31 percent), satisfied (45 percent) or very satisfied (eight percent) with the overall performance of their service providers. This trending held true across all of the geographic markets covered and was the highest among BeLux ITO buyers.

European ITO decision makers are also very positive in their opinion that their outsourcing efforts have been successful in achieving the original drivers for the efforts (e.g., cost savings, quality improvement, and access to skills). Overall 72 percent of the ITO buyers polled were moderately (39 percent) or significantly positive (33 percent) about the degree to which their outsourcing efforts achieved the original drivers sought. There was again relative uniformity across markets with Germans buyers the most satisfied and the Dutch the least (relatively), though still coming in at 62 percent when combining moderate and significant satisfaction scores.

Further supporting these positive findings, additional analysis finds no major variations based on deal scope, complexity, ITO process area or geographic reach. So while we always hear about the anecdotal ITO deal ‘gone bad’, and there are some individual service providers that are clearly underperforming in the opinion of their clients, overall most European ITO buyers are highly satisfied with their service provider’s performance and their overall ITO efforts.

To learn more, download the European Service Provider Performance and Satisfaction Study.

Filed under: Information Technology (IT), Market Trends and News by EquaTerra