Gartner Research

Market Insight: CSP Perception of IT Service Providers

Published: 26 April 2019

ID: G00386364

Analyst(s): Amresh Nandan, Jouni Forsman

Summary

Gartner surveys of IT service providers’ CSP clients show a decline in customer satisfaction for the sales interface, as well as a dissatisfaction with digital services and innovation. Product managers at IT service providers need to improve transparency, proactivity and stay close to the customer.

Table Of Contents

Analysis

  • Provider Interface Has Fallen Into the Zone of Client Dissatisfaction
    • CSP’s Digital Service Dissatisfaction

Background and Context

The Impact

  • Main Recommendations

Conclusion

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