The history of outsourcing in the Nordics has been an uneven one. In the early 2000s, the sector took off with several leading companies embarking on high-profile projects. Shortly afterwards, many of these projects suffered complications. Now, a survey by PA and Whitelane Research shows that client satisfaction with outsourcing arrangements has reached an all-time high.
To produce the survey – the most comprehensive of its kind in the region – PA and Whitelane researched over 1,000 contracts held by more than 350 of the top IT-spending organisations in the Nordics. In total, these contracts represent over €4.5 billion in outsourcing revenue across industry.
The report shows that the outsourcing market has an average customer satisfaction rating of 73%, suggesting that it has matured and that customers and providers have learnt to handle complex projects more effectively. The report also suggests that the drivers for outsourcing have developed, with quality and business focus becoming as important as cost reduction.
Despite noted improvements in client sentiment, the report points to some outstanding areas for improvement. For example, almost half the providers surveyed complained of major flaws in their clients’ governance capacity. At the same time, the clients themselves believed that they have strong capabilities in this area. This disconnect is noteworthy because PA’s experience suggests that poor governance is frequently cited as the cause for projects failing to meet their targets.
About the report
The 2014 Nordic IT Outsourcing Study, conducted in collaboration with Whitelane, investigates more than 1,000 unique IT outsourcing contracts held by over 350 of the top IT spending organizations in the Nordics region.
Read all the insights from the most comprehensive survey of IT outsourcing in the Nordic region.