In 2023, IT services and technology providers faced difficulties aligning with retail and Consumer Packaged Goods (CPG) enterprises’ expectations, resulting in a decline in client satisfaction scores when compared with 2022.
Client satisfaction is essential in the global technology services market, as it drives value creation for both clients and providers, fosters relationships, and sustains revenue streams.
Everest Group conducted 116 unique interviews with key stakeholders from multiple retail and CPG enterprises that 51 technology service providers nominated as reference clients across the proprietary PEAK Matrix® reports assessments, to understand their satisfaction with technology service providers
The report summarizes enterprise views on provider capabilities as enterprises look to scale up their investments. The research also discusses enterprise inputs on providers’ strengths and limitations.
Scope
Industry: retail and CPG
Geography: global
Contents
In this report, examine:
Retail and CPG enterprises’ overall satisfaction with their service providers across various service evaluation parameters
Enterprises’ satisfaction by buyer geography and size
Top service providers based on enterprise satisfaction
