Enterprise Pulse for Technology Services 2023: Sharp Decline in Customer Satisfaction
Market Report
In 2022, technology providers struggled to manage the implications of the post-pandemic world, resulting in decreased client satisfaction compared to 2021. Maintaining client satisfaction is a vital aspect of the global technology services market as it creates value for both clients and providers, deepens their relationship, and ensures healthy revenue streams.
To understand the satisfaction levels of clients with their providers, Everest Group conducted 718 unique interviews of key stakeholders from multiple enterprises nominated as reference clients by 107 technology providers globally. These interviews were part of multiple Everest Group’s proprietary PEAK Matrix assessments done under 13 different research programs in 2022.
As part of the study, key stakeholders from enterprises were asked to rate their service partners on various dimensions related to client satisfaction. These enterprises were nominated as reference clients by different providers and product vendors studied across Everest Group’s multiple PEAK Matrix evaluations.
Scope
- The report is based on a detailed assessment of multiple client reference feedbacks that Everest Group gathered as part of its multiple PEAK Matrix Assessments conducted for the calendar year 2022
- All industries and geographies
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
- Assimilate feedback from enterprise client references nominated by 107 technology providers, while also highlighting 60 providers' key strengths and limitations
Membership(s)
Marketing and Interactive Experience
Banking Information Technology
Insurance Information Technology
Healthcare Payer and Provider Information Technology
Life Sciences Information Technology