From Dissatisfaction to Delight: Sustaining Client Satisfaction in the Post-pandemic World
Thematic Report

12 Mar 2021
by Yugal Joshi, Nitish Mittal, Pranati Dave, Abhishek Chauhan

Technology vendors emerged as true strategic partners to enterprises during COVID-19 in terms of helping them navigate the pandemic’s impact. These partnerships increased overall satisfaction levels by 21% in 2019 and 2020, versus a drop in satisfaction levels by 5% in 2018 and 2019, particularly due to a sudden shift in enterprise expectations in terms of adopting a digital-first working model and technology vendors’ investments in enhancing their cloud, digital, and data offerings.

The findings in this report are based on insights from 523 structured interviews with enterprises that were suggested as references by the 68 global technology vendors assessed in this report. The study summarizes various enterprises’ views on their technology vendors’ capabilities across applications, digital, cloud and infrastructure, and enterprise platform services. The report also captures quantitative and qualitative insights across enterprises’ digital agendas and their perception of technology vendors.


All industries and geographies


In this report, we share:

  • Enterprises’ business and technology priorities
  • Enterprises’ satisfaction levels across years, geographies, and industries
  • Enterprise perceptions of individual technology vendors
  • Enterprise expectations from technology vendors
  • Change in enterprises’ satisfaction levels vis-à-vis individual technology vendors


Application Services

Banking Information Technology

Cloud and Infrastructure Services

Digital Services

Enterprise Platform Services (EPS)

Healthcare Payer and Provider Information Technology

Insurance Information Technology

Life Sciences Information Technology

Sourcing and Vendor Management


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