European Enterprise Services Survey 2014: Selection and Satisfaction With IT Services Vendors
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European Enterprise Services Survey 2014: Selection and Satisfaction With IT Services Vendors
https://www.reportbuyer.com/product/2073051/European-Enterprise-Services-Survey-2014-Selection-and-Satisfaction-With-IT-Services-Vendors.html
The three classic decision making groups -- the board, the CIO and the CFO -- remain the dominant IT decision makers in 2014. However, the customer-facing line of business executives (aka the "LoBsters") are the most cited when European organizations are asked to name the second most important IT decision-making group, and IDC sees the influence of this group rising in future.
"We're witnessing the unstoppable rise of the LoBsters, and anyone who ignores this or stands in the way is making a big mistake," says Douglas Hayward, an IDC associate vice president and the author of the report. "The upside is that this is potentially an opportunity for the IT services industry to make itself more valuable to customers by helping the LoBsters to collaborate more closely with the traditional decision makers."
Service quality, financial stability, skills and good value for money are rated as the most important decision-making criteria when end users select IT services suppliers. For the third consecutive year, neither industry expertise nor innovation is rated as one of the top 3 criteria by survey respondents over the last three years. "That's understandable in the current economic climate, but it's not a good thing in the longer term," warns Hayward. "End users should be thinking more about innovation capabilities when they select services vendors."
The good news is that average client satisfaction with vendors continues to grow. Mean scores for customer satisfaction in Western Europe rose across all seven "performance areas" to 3.96, from an average of 3.88 in 2013. This points to the continuation of a mid-term trend of rising average satisfaction levels. "Coming within a hair's breadth of a 4.0 mean score is good, but the industry should now be gearing up to take that average even higher," said Hayward.
Table of Contents
IDC Opinion
In This Study
Methodology
Situation Overview
Who Are The Key Decisions Makers in IT?
Future Outlook
What Do End Users Want When Selecting Services Providers?
How Happy Are End Users With Their Principal IT Services Suppliers?
The Lines of Business: Not as Impressed as the Others
Customer Satisfaction Compared to Selection Criteria
Satisfaction with Engagement Types
Satisfaction With Major IT Transformation Projects
Nordic Lack of Satisfaction With IT Transformation Projects
Satisfaction With Cloud Services
Experience of Projects Versus Experience of Cloud
Why Do European Organizations Drop Outsourcing Suppliers?
Essential Guidance
Learn More
Related Research
Appendix: Survey Sample Details
Synopsis
Table: Key Decision Makers for IT Investments
Table: Key Decision Makers for IT Investments, 2014
Table: Service Provider Selection Criteria Ranked by Mean Score, 2012-2014
Table: Service Provider Selection Criteria Ranked by Importance for West European Organizations
Table: West European Client Satisfaction with Primary Service Provider, Ranked by Satisfaction Level
Table: Service Provider Performance Scores Compared to Selection Criteria
Table: Reason for Switching IT Outsourcer for Western European Organizations, Ranked by Importance
Figure: Key Decision Makers for IT Investments
Figure: Key Decision Makers for IT Investments 2011-2014
Figure: Selection Criteria for Service Provider, by Mean Score
Figure: Satisfaction With Main Service Provider, by Mean Score
Figure: Satisfaction with Major IT Projects
Figure: Average Satisfaction with Cloud Services
Figure: Reasons for Switching IT Outsourcer
Figure: Survey Sample, by Key Territory (% of Respondents)
Figure: Survey Sample, by Industry (% of Respondents)
Figure: Survey Sample, by Company Size (% of Respondents)
Figure: Survey Sample, by Decision-making Involvement (% of Respondents)
Figure: Survey Sample, by Respondent Role (% of Respondents)
Read the full report:
European Enterprise Services Survey 2014: Selection and Satisfaction With IT Services Vendors
https://www.reportbuyer.com/product/2073051/European-Enterprise-Services-Survey-2014-Selection-and-Satisfaction-With-IT-Services-Vendors.html
For more information:
Sarah Smith
Research Advisor at Reportbuyer.com
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SOURCE ReportBuyer
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