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.
Scope
All industries and geographies
The report is based on a detailed assessment of multiple client reference feedback that Everest Group gathered as part of its numerous PEAK Matrix® assessments conducted in 2022
Contents
In this report, we:
Provide an in-depth evaluation of the feedback from various enterprises across different satisfaction dimensions based on various parameters such as geography, revenue, and industry
Gather feedback from enterprise client references nominated by 146 providers while also highlighting 79 providers’ key strengths and limitations
