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Customer satisfaction is high

Lina Rosengren

CIO Sweden

3 April 2014


To read the full article in Swedish, click here.

CIO Sweden highlights the results of PA Consulting Group and Whitelane Reserach´s annual Nordic IT outsourcing study. This year’s survey investigates more than 1,000 outsourcing contracts held by over 350 of the top IT spending organisations in the Nordic region. Here is an overview of the results highlighted in IT magazine CIO Sweden.

“What we can see is that outsourcing will continue to grow,” says Jef Loos at Whitelane Research.

The survey found that the main business driver for outsourcing is still cost reduction but improvements in quality, innovation, and increased focus on core activities are also strong drivers.

Customer satisfaction is high among clients, with 90% saying they are satisfied with their outsourcing partners.

“Today, companies focus more on their own governance, which is good. It is easy to choose a supplier but then the hard work begins. This includes strong governance and a skilful team to plan for and implement change,” adds Jef.

The study also asked 20 service providers what they thought about their clients and many found them to be struggling with poor governance and little expertise. In the Nordics, Indian outsourcing vendors proved to be the most popular, with these companies taking the top three supplier slots.


To read PA's and Whitelane´s insight of the research, click here, or contact us now.

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