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European Enterprise Services Survey, 2015: Selection and Satisfaction with IT Services Vendors

IDC Opinion
In This Study
Methodology
Situation Overview
Criteria for Selection of IT Services Suppliers
Satisfaction Levels with Current IT Services Suppliers
Reasons for Changing Outsourcing Suppliers
IT Services Suppliers' Effectiveness at Delivering Business Outcomes
IT Services Supplier Effectiveness at Delivering Business Improvements
Future Outlook
Essential Guidance
Learn More
Related Research
Appendix
Sample Details
Synopsis
Table: Service Provider Selection Criteria Ranked by Mean Score
Table: Number 1 Reason of Western European Organizations for Switching IT Outsourcers (%)
Figure: Satisfaction with Primary IT Services Supplier by Mean Score
Figure: Top 3 Reasons Western European Organizations Switch IT Outsourcers
Figure: IT Services Suppliers' Effectiveness at Delivering Business Outcomes
Figure: IT Services Suppliers' Effectiveness at Delivering Business Improvements
Figure: Sample Distribution by Country/Region
Figure: Sample Distribution by Company Size
Figure: Sample Distribution by Industry
Figure: Sample Distribution by Business Role
Figure: Sample Distribution by Role in the IT Decision-Making Process

European Enterprise Services Survey, 2015: Selection and Satisfaction with IT Services Vendors

This IDC study is based on IDC's European Enterprise Services Survey, 2015 carried out in February to March 2015 among 805 European organizations. The study focuses on the IT budgets, strategies, and investment priorities of the respondents. According to the survey, there is little change to the criteria that organizations use to select IT services suppliers. Customers are mostly satisfied with the things that are most important to them (e.g., technical skills, service quality, and knowledge of their industry), but satisfaction levels are mediocre.

"The survey shows that cost consciousness has increased again compared with 2014. And while vendors are generally okay with their service providers, only a few are excited in terms of business outcomes and service quality. With the general focus on customer experience, this is critical for vendors and a barrier to long-term relationships. Customers are quick to replace vendors that are not delivering good service," said Mette Ahorlu, research director, IDC European Services. "There is nothing dramatically wrong, but the incumbents are often not seen as the best place to start for new technologies and transformation. This could lead to much more turbulence in the market and more competition among vendors."

Please Note: Extended description available upon request.


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