Measuring Satisfaction For Technology Services

As technology becomes a critical part of delivering value to customers, the measurement of customer satisfaction (CSAT) in outsourcing relationships rises in importance. The reputation and value of outsourcing increasingly depend on meeting business end user expectations, which must be managed throughout the outsourcing relationship. We see best practices in customer satisfaction measurement — from correct identification of "customers" to the methodologies to track customer satisfaction and handle the follow-up activities. The results of customer satisfaction efforts are an important basis for continuous improvement — and help sourcing leaders play a valuable role in their company's strategy to win, serve, and retain customers. This report addresses key questions in customer satisfaction for IT services, including the aspects sourcing and vendor management (SVM) professionals have to take into account to make their customer experience effective.