In 2023, global providers struggled to regain the client satisfaction lost in the post-pandemic year. Although overall satisfaction remained challenging, improvements were evident across select segments that experienced a drop in satisfaction in 2022. Maintaining client satisfaction is a vital aspect of the global technology services market, as it generates value for clients and providers, strengthens their relationships, and ensures healthy revenue streams. To understand the satisfaction levels of clients with their providers, Everest Group conducted 890 unique interviews with key stakeholders from multiple enterprises nominated as reference clients by 146 providers worldwide. These interviews were part of multiple Everest Group proprietary PEAK Matrix® assessments carried out under 15 different research programs in 2023.
As part of the study, key enterprise stakeholders rated their IT services partners on various dimensions related to client satisfaction. These enterprises were nominated as reference clients by different providers and product vendors examined across Everest Group’s multiple PEAK Matrix® evaluations.
In this report, we:
Banking and Financial Services Information Technology
Clinical Development Technology
Cloud and Infrastructure Services
Enterprise Platform Services (EPS)
Healthcare Payer and Provider Information Technology
Insurance Information Technology
Interactive Experience (IX) Services
Life Sciences Information Technology