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 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