Gartner Research

Low Client Satisfaction Exposes Vulnerability of IT Services Providers

Published: 03 July 2014

ID: G00263931

Analyst(s): Arup Roy

Summary

Gartner's enterprise IT survey, 2014, reveals that a startling number of CIOs have a "not so satisfied" relationship with their external service providers. This is both an opportunity and a threat for services providers.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • Only 17% of clients are very satisfied with their IT services providers, despite the bold claims of high customer satisfaction levels made by most providers in their sales and marketing literature
  • A good majority of the buyers are still going to rely on services providers for their key IT initiatives and seek relationships beyond their current partners
  • Cost reduction, quality and agility in delivery of new products and services are still opportunities for providers, despite CIOs' agenda of growth and innovation

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