The 2009 Black Book of Outsourcing client experience survey investigated a subset of over 460 technology and application outsourcing (AO) contracts held by 58 of the top China-centric ITO suppliers. 18 key performance indicators (KPIs) or criteria are employed, specific to infrastructure and AO buyers within the Chinese managed IT services sector, scored on each respective vendor then ranked per KPI.
Key finding: most important customer satisfaction KPIs for clients utilizing China-centric vendors
Trust, innovation, customization and reliability are the most important attributes influencing client satisfaction with their Chinese outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the China-centric technology area, with the applications development and software testing sectors among top ranked suppliers Strong dissatisfaction in this geographically-specific ITO sector occurred in 17.5% of first year clients, but only 5.1% of clients beyond their thirteenth month or more of contracted relations. UK clients are among the most satisfied with China-centric outsourcing services delivery, averaging 87.5% in 2009. European clients in countries other than the UK were the next most satisfied group (83.8%) of all geographic locations, matching clients experience with vendor delivery.
Stronger dissatisfaction was more commonly reported from engagements of US clients, at 12.4% from first year contracts. Satisfaction scores increased sharply in US clients beyond their first year of their contract arrangements.
Key finding: comprehensive services vendor arrangements from applications development vendors produce the highest satisfaction rates Vendors offering comprehensive application services (development, management and maintenance) ranked highest in the overall survey by global clients. ITO clients showed significant preference for vendors capable of offering more extensive applications service lines once satisfied with initial projects.