The 2009 Black Book of Outsourcing client experience survey investigated a subset of over 200 technology and application outsourcing contracts held by 38 of the top Latin American ITO suppliers. 629 current Latin American clients participated in the 2009 client experience poll.
18 key performance indicators (KPIs) or criteria are employed specific to infrastructure outsourcing (IO) and application outsourcing (AO) buyers within the Latin American managed IT services sector, scored on each respective vendor and ranked per KPI.
Latin American-centric providers are defined as having their headquarters and majority of service delivery centers in South America, Central America or Mexico.
Key finding: most important customer satisfaction KPIs for clients utilizing Latin American-centric vendors Best of breed technology, innovation, cultural fit and reliability are the most important attributes influencing client satisfaction with their Latin American outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the Latin American-centric technology, particularly in the applications development and software testing sectors among top ranked suppliers Strong dissatisfaction in this geographically-specific ITO sector occurred in 7.3% of the first year clients, but only 2.8% of clients beyond their 13th month or more of contracted relations. US clients are among the most satisfied with Latin American-centric outsourcing services delivery averaging 90.8% with 2009 projects.
European clients in countries other than the UK were the next most satisfied group (87.6%) of all geographic locations matching clients experience with vendor delivery.
Stronger dissatisfaction was more commonly reported from engagements of UK clients at 16.4% 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 that are capable of offering more extensive applications service lines once satisfied with initial projects.