Overall, respondents are satisfied with their IT service provider(s), with 89% of the 5347 IT sourcing relationships being rated as satisfactory. The financial services and manufacturing sectors have the largest percentage of unsatisfied clients (13% and 14% respectively) as well as the lowest percentage of (very) satisfied clients compared to the other industries.
On the overall ranking for general satisfaction, TCS is the highest scoring provider with 77% satisfaction, jointly followed by LTI, Hexaware and Deloitte (all three at 75%) and Accenture (74%). Econocom, Getronics and Gfi enter the ranking for the first time in 2019/2020. The full ranking of the providers by general satisfaction, IT domain, industry, country/region as well as by nine different KPIs is included in our European report.