Delivering Excellent Customer Service Should Be Intrinsic for All Managed Services

Delivering Excellent Customer Service Should Be Intrinsic for All Managed Services Providers

Product Type: Market Research Report
Published by: IDC
Published: September 2009
Product Code: R104-40045

Description

This IDC update discusses the importance of customer satisfaction in any outsourcing and managed services relationship. This is a follow-up to IDC's Asia/Pacific (Excluding Japan) ICT Outsourcing and Managed Services: Is Customer Satisfaction on the Wane? (IDC #AP207112S, August 2009), which highlighted that customer satisfaction levels in the region took a dip of 10% in 2009.

Table of Contents

Table of Contents
In This Update
The Maturing Buyer's Experience
There Is Good News
How Do Organizations Measure the Success of Managed Services?
Learn More
Related Research
Figure: Likelihood of Contract Renewal
Figure: Reasons for Not Renewing Contract
Figure: Likelihood of Recommending Service Provider
Figure: Reasons for Not Recommending Service Provider
Figure: Measurements of Success for Outsourcing/Managed Services

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