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Home >
2009 Top Legacy Migration ITO Vendors, Black Book Survey 2009 Results
Market Study
Published: February 2010
Pages: 40
Tables: For full details, please email keithw@cmsinfo.com
From: GBP 1562.50 Buy Now!
Research from: Black Book of Outsourcing
Sector: Business Services & Logistics
In 2009, the Black Book ITO legacy migration, systems transformation and IT modernization user survey investigated the customer experience of nearly 400 corporate and organizational decision-makers and influencers.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored for each respective vendor by client type and ranked on a 0–10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Customization, client adaptability, reliability and interfaces/integrations are the most important attributes influencing legacy migration ITO clients' satisfaction with their providers.
Key finding: legacy migration outsourcing vendor dissatisfaction is rare among the top ITO providers
Strong dissatisfaction is uncommon in this niche technology support sector, occurring in only 2.9% of the top ITOs.
US clients are among the most satisfied with comprehensive vendors that offer migration services. Strong dissatisfaction with offshore outsourcing vendors was expressed by less than 6.0% of all surveyed clients with 2009 projects.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored for each respective vendor by client type and ranked on a 0–10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Customization, client adaptability, reliability and interfaces/integrations are the most important attributes influencing legacy migration ITO clients' satisfaction with their providers.
Key finding: legacy migration outsourcing vendor dissatisfaction is rare among the top ITO providers
Strong dissatisfaction is uncommon in this niche technology support sector, occurring in only 2.9% of the top ITOs.
US clients are among the most satisfied with comprehensive vendors that offer migration services. Strong dissatisfaction with offshore outsourcing vendors was expressed by less than 6.0% of all surveyed clients with 2009 projects.