This IDC study analyzes our annual survey of more than 500 businesses about their satisfaction with outsourcing arrangements. This year's survey results show a rise in outsourcing satisfaction. Most encouraging was the improvement in the level of satisfaction with the attributes that IDC has identified as contributing most to customer satisfaction, such as relationship management, contract management, adherence to commitments, and consistent cost savings. This may come as a surprise to some in the industry, especially after the challenges experienced by vendors over the past few years.

"The accepted wisdom is that customer satisfaction means good business," says Mark Schrutt, IDC Canada research manager for Outsourcing Services. "IDC's analysis shows that the adage is true - satisfied customers are good customers, deliver a higher return on investment, and are generally more profitable than accounts where expectations are not well balanced or properly managed."