Trends Report

Clients Speak Out On Infrastructure Outsourcing Satisfaction

Overall Satisfaction Is Good, But Providers Should Focus On Account Management

August 25th, 2009
Paul Roehrig, Ph.D.
With contributors:
Christine Ferrusi Ross , Antonin Shanahan


Forrester's data shows that an increasing number of IT services clients are turning to infrastructure outsourcing to free up management focus, save money, and focus on technology enablement of the core business. But smart services decision-makers want to have a better idea of what their firms are getting into with outsourcing, and how well they are doing compared to the broader market. For The Forrester Wave™: Global IT Infrastructure Outsourcing, Q1 2009, Forrester conducted a phone survey of 56 global infrastructure outsourcing reference clients to assess real-world client perceptions on four main dimensions of overall deal health: sourcing deal implementation, account management implementation, service delivery quality, and general client satisfaction. Forrester found that overall satisfaction was generally high among reference clients. In particular, most clients are satisfied with service providers' technical delivery capabilities, but remain less satisfied with providers' account and relationship management practices.

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