Since 2002, EquaTerra's research team has been conducting a unique market study that explores, assesses and interprets buyer satisfaction with the performance of their outsourcing service providers. There is no other market study that provides more in-depth information on the outsourcing market and performance of individual service providers.
This market study program surveys and interviews buyers that are currently outsourcing. Only key outsourcing decision makers - CXO's and their direct reports - are targeted in the study. The research provides direct insights into buyer opinions on service provider performance levels, and also assesses and interprets general outsourcing demand and activity trends.
The rankings included are solely based on the feedback received in the market study from the clients polled. They are not based on any market metrics such as deals won, revenue, profitability or growth levels. Neither are rankings based on the opinion of EquaTerra, its management, or consultants.
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Buyer Outsourcing Attributes Profiled
- Functions and processes outsourced
- Outsourcing benefits sought and achieved
- Future outsourcing plans
- Sourcing management and governance capabilities and needs
- Global sourcing usage and satisfaction
- Global sourcing future plans
- Topical questions by study
Service Provider Key Performance Indicators Assessed
- General Satisfaction
- Quality
- Price
- Risk
- Relationship Management
- Innovation
- Flexibility
- Satisfaction per outsourcing functional and process area
- Likelihood to renew or recommend
- Topical indicators by study
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EquaTerra is now KPMG*
EquaTerra research as part of the KPMG Advisory research group will continue to conduct all of the Service Provider Performance and Satisfaction studies. For questions, please contact Stan Lepeak at slepeak@kpmg.com.
Further, learn more about what our expanded breadth, depth, and global reach as part of KPMG's network of member firms means for our advisory clients.
* KPMG LLP (US), KPMG Holdings Limited (UK) and KPMG International have acquired the business and subsidiaries of advisory firm EquaTerra Inc.
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Markets and Functions Covered
- Information Technology Outsourcing (ITO) -- separate studies for Belgium & Luxembourg, The Netherlands, The Nordics, and The United Kingdom, as well as Pan-European studies.
- Finance & Accounting Outsourcing (FAO) -- the inaugural global study was released in 4Q2010.
Completed studies by region can be viewed on the Archived Studies page.
Deliverables
- The EquaTerra Library houses a management executive summary of each whitepaper.
- All buyers that participate in the market study process receive a complimentary copy of a whitepaper detailing and analyzing the study results.
- EquaTerra executives host regional buyer live and virtual events to review and analyze the results of the studies.
- The complete whitepaper, additional custom analysis, and a tailored delivery session are available for purchase by participant business and IT service providers. Contact our Research Team to learn more.
- Additional deliverables based on more in-depth analysis (e.g., results by region or industry, buying patterns over time) are available for purchase.
- EquaTerra advisors use the results from these studies in client engagements to help buyers better understand market trends and make the best sourcing decisions.
View completed studies in The Library»
