KPMG Service Provider Performance & Satisfaction Studies

BeLux ITO Study: 2012

Dutch ITO Study: 2012

Nordic Region ITO Study: 2012

United Kingdom ITO Study: 2012

Related KPMG publications are available from each study's report summary page on this website.  Click on a report link at left.

Blog commentary and analysis of Service Provider Performance & Satisfaction Studies are available at Advice Worth Keeping/SPPS.

These market perception studies explore, assess and interpret buyers' satisfaction with the performance of their outsourcing service providers in large business-critical contracts.

The research provides direct insights into buyer opinions on service provider performance levels, and also assesses and interprets general outsourcing demand and activity trends.

• Functions and processes outsourced
• Outsourcing benefits sought and achieved
• Future outsourcing plans
• Sourcing management and governance capabilities and needs
• Global sourcing usage and satisfaction
• Global sourcing future plans
• Topical questions by study

• General Satisfaction
• Quality
• Price
• Risk
• Relationship Management
• Innovation
• Flexibility
• Satisfaction per outsourcing functional and process area
• Likelihood to renew or recommend
• Topical indicators by study

Studies are conducted with senior management or C-level executives with influence over corporate strategy and third party services decisions.

All participants in the study are responsible for the outsourcing strategy within their organization. They also decide on or greatly influence budgets and are the influencers of decisions related to provider choice.

For further information about Service Provider Performance & Satisfaction Studies and other KPMG Management Consulting research, please contact::

 Stan Lepeak
slepeak@kpmg.com
+1 203 458 0677