IDC Releases Study Examining User Perceptions and Satisfaction Levels of IT Services Firms

NORTH SYDNEY – JULY 3, 2002 – IDC has released a study that reveals in a number of performance areas customers have expressed lower performance levels than expectation ratings from their Outsourcing provider.


Overall, client satisfaction currently stands at an average level, this indicates that suppliers should take the opportunity to redress their approach and performance.

The message coming from corporate users across Australia is clear: service providers still have room for improvement in those areas that are most important to their customers,says IDCs Senior Analyst for Outsourcing, Kathy Benson.

The report titled End User Perceptions and Satisfaction Levels is a study based on survey results exploring customer selection criteria and satisfaction levels. The report also looks at future plans for outsourcing as well as what users consider the benefits and risks of outsourcing.

Key findings of IDC's study include the following:

Areas where customers place highest importance when selecting a provider are also the areas where providers do not fully meet their clients' expectations.

Access to skills was identified as a key benefit whereas loss of control was considered to be a high risk.

Users see most demand coming from network operations, systems/network integration and disaster recovery

56% will continue with their current contract, 31% will re-negotiate their current contract, and 13% will terminate their contract and either move back in-house or find another outsourcer

Australian Outsourcing providers are grappling with a dynamic and competitive environment. Customers are more demanding, educated, and volatile. Added to this mix is the dilemma of how to balance profitability and productivity imperatives with optimising performance to the customer for long-term growth and market advantage.

With this in mind, it is increasingly important to maintain the customer base and keep customers happy. But just how happy are customers with their outsourcing provider?

Like any business partnership, IT suppliers must understand both the clients? needs and the reasons why their client has engaged their services in order to provide a thoroughly satisfactory service, says Kathy Benson.

The survey consisted of 220 in-depth interviews from small, medium and large Australian businesses across various vertical market segments.

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About IDC

IDC is the foremost global market intelligence and advisory firm helping clients gain insight into technology and eBusiness trends to develop sound business strategies. Using a combination of rigorous primary research, in-depth analysis, and client interaction, IDC forecasts local and worldwide markets and trends to deliver dependable service and client advice. More than 700 analysts in 43 countries provide global research with local content. IDC's customers comprise the world's leading IT suppliers, IT organisations, eBusiness companies and the financial community. Additional information can be found at


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