Outsourcing's results underwhelming: IDC   |  November 8, 2007  

Corporate consumers of outsourcing services are not as satisfied with the process as they once were, according to an IDC Canada study. Clients are increasingly concerned with vendors’ abilities to meet expectations: 50 per cent of study participants said they are neutral, dissatisfied or very dissatisfied with their outsourcing experience. This is a an increase from the 33 per cent dissatisfaction level seen three years ago.

“There is a wide gap between the expectations outsourcing clients have and the services provided. This has resulted in a record number of renegotiations and early terminations, shorter and smaller dollar-value contracts, and lower customer satisfaction levels,” said Mark Schrutt, research manager for outsourcing services at IDC Canada.


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