10 April 2014
To read the full article in Swedish, click here.
Results from PA Consulting Group and Whitelane Research’s survey into customer satisfaction in the IT outsourcing sector is covered in Computer Sweden.
The article covers the relatively short history of outsourcing, which has not always been straightforward. The market ‘exploded’ in the early 2000s with companies such as Skandia, Nordea, Ericsson, Sweden Post and Apoteket carrying out huge outsourcing projects. However, several of the projects were marred by problems and disputes.
The report shows that there has been a positive development, with customer satisfaction generally high – the average for the Swedish market at 73%. It demonstrates the market has matured and that customers and providers have learned from their mistakes to become more skilled in handling these complex projects.
The article concludes that the IT outsourcing trend will continue as it gives companies a chance to focus on their core business. However, this will only remain true if customer satisfaction with outsourcing remains at high levels. If satisfaction starts to fall, it is likely we will see an ‘insourcing trend.