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European Satisfaction With IT Services Firms Indicates The Obstacles Facing Offshore Providers

Client Satisfaction Findings From Forrester's European IT Services Survey

February 3, 2010

Authors

  • By Sudin Apte
  • with Christine Ferrusi Ross,
  • Philipp Karcher

Why Read This Report

Large multinational services firms (MNCs) like Accenture, HP, and IBM have the most client relationships in Forrester's survey of 300 European companies, and their clients were more satisfied than clients of regional European players and Indian firms. Given that offshoring is still at nascent stage in most of Europe, Indian providers still find themselves on the fringe, with clients unhappy with the Indians' understanding of their businesses and ability to offer innovation. European firms that want to go offshore or expand their offshore efforts should take special pains to focus contract and scope conversations on these business and innovation areas to avoid their peers' dissatisfaction.

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  • Multinationals Have The Largest European Client Bases; Indians The Smallest
  • Cognizant And Wipro Are Expected To Grow Most In The Region
  • Multinationals Rank Highest On Overall Client Satisfaction