Overall, respondents are satisfied with their IT service provider(s), with 89% of all 721 IT sourcing relationships being rated as satisfactory, 7% being somewhat unsatisfied, 3% unsatisfied and only 1% very unsatisfied.
On the overall ranking for general satisfaction, TCS is the number one service provider with a score of 85%, jointly followed by Infosys and Basefarm (both at 80%) and Accenture and LTI (both at 76%). Infosys and LTI both enter the top 5 after significant increases in client satisfaction of 9% and 5% respectively. The average satisfaction has increased from 69% in 2020 to 72% while none of the service providers experience a significant decrease in satisfaction of 5% or more.
Our comprehensive report contains more details and ranks the IT service providers by country, process (applications, data centre and end-user services) as well as in nine different KPI’s.