Customer (Dis)Satisfaction: Why Are Enterprises Unhappy with Their Service Providers?

31 Jan 2017
by Chirajeet Sengupta, Yugal Joshi

Insights from our research reveal that almost 50% of the enterprises are dissatisfied with their service providers, whose average performance score as strategic partners is merely 5 on 10. Whereas service providers meet the technical requirements stated in the agreement, in reality, they seldom meet customer expectations on the softer engagement aspects. The enormous gap between the stated and the unstated expectations leaves the majority of the customers discontented with their service providers.

Additionally, the report details the technology investment priorities of enterprises and opportunity areas for service providers across legacy modernization, security, cognitive systems, automation, cloud, digital, blockchain, and other similar themes. Around 67% of the enterprises consider innovation to be their primary focus, whereas the rest are concerned about operational efficiency as the biggest business driver. Service providers need to align their offerings and capabilities to the future investment areas identified by enterprises.

One of the objectives of the report is to aid service providers in developing strategies to evolve their engagement approaches and prioritize investments to align with mounting customer expectations.

Scope of the research

This report is based on insights from structured interviews with 130+ enterprises that were shared as references by the service providers assessed in this report. The report give a summary of the views of various enterprises regarding the capabilities of services providers they engage across applications, digital, cloud, and infrastructure services.

The report also captures quantitative and qualitative insights across their technology priorities, digital agenda, outsourcing strategies, and perception of service providers.


  • Enterprises’ assessment of service provider capabilities
    • Enterprises’ experience of working with their service providers
    • Service providers’ performance assessment
  • Enterprises’ priorities and investments
    • Enterprises’ investment priorities
    • Enterprises’ investment objectives


Application Services

Banking, Financial Services & Insurance (BFSI) - Information Technology Outsourcing (ITO)

Cloud & Infrastructure Services

Digital Services

Healthcare & Life Sciences IT Outsourcing


Page Count: 35