The New Reality for Customer Engagement
Conclusion 05: Satisfaction
Satisfaction with outsourcing is good but not great, clearly leaving room for improvement. IT execs were most satisfied with the work of vertical market outsourcing specialists, but these are also the group with the smallest increase in usage in the past year.
All firms earned satisfaction ratings in the same modest range, from a mean of 6 for Big 5 firms to 7.5 for "other," within a 1-to-10 scale. Oddly, vertical market outsourcers received the highest satisfaction rating (6.9), but the smallest increase in usage (1%), while seeing spending drop from 22% to 13%, perhaps signaling that generalist firms are getting better at vertical services and picking up business.
As might be expected in a challenging economic period, more CIOs reported in 2002 than 2001 that they had outsourced to a company that went out of business, from 30% to 42%.
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