Reaching Satisfying Levels: An Outsourcer's Guide to Gratifying Canadian Customers

This IDC Study presents the results of a factor and regression model that analyzes customer satisfaction with outsourcing providers by looking at the underlying factors and their importance on the level of customer's satisfaction. Outsourcers reading this study can use the results and the model to understand how customers' perceive their performance on the attributes of the outsourcing arrangement that contribute to customer satisfaction. In those areas where they are perceived to be under performing, IDC offers a decision matrix to outsourcers to guide their actions to improve the level of satisfaction among their customers.

"Most approaches to measuring customer satisfaction with respect to outsourcing may lead providers to conclude 'If it ain't broke, don't fix it' but customers may be silently screaming that in reality the outsourcing arrangement is in dire need of repair. Without the means to correctly understand customer satisfaction, outsourcers are flying blind" according to Jason Bremner, director, outsourcing services.