Our latest study into how our clients perceive their
OUTSOURCING SERVICE PROVIDERS
shows some interesting trends in the marketplace.
www.kpmg.com/uk/spps
1.
1
87%
2 4 TRADIT
2 INDIAN IONAL
TRADIT
INDIAN IONAL
HERITAGE
2013
1
11
3. 3
79%
T
TRAD
INDIAN
INDIAN IONA
HERITAGE
HERITAGE
Traditional outsourcing
Service
Providers have now caught up
with Heritage Indian players in
clients’ ‘general satisfaction’.
79%
2012
1
2
2
87%
Client
87%
satisfaction
scores79%
are
under pressure.
87%
2.
HERITAGE
2013
2012
2 INDIAN
4
2 INDIAN TRADIT
2 2
IONAL
INDIAN
IN
44 4.
4
3
4
4
TRADIT
TRADIT
3
2
5
6 4
INDIAN IONAL INDIAN IONAL
7
3
33
5.
79% Managed
Network
87%
79%
2013
2012
87%
Services client79%
satisfaction has
declined from
87% 65% in
2012 to 58% this79%
year.
87%
74%
Single category deals associated
with higher levels (74%) of
customer satisfaction than multi74%
category 74%
deals (67%).
58%
2013
2013
2012
2012
HERITAGE
2013
65%
HERITAGE
HE
79%
2013
2013
20122012
2013
2012
HERITAGE
79%
65%
74%
HERITAGE
2013
2012
2012
%
HERITAGE
74%
58%
74%
6
2013
2013
2012
4
2013
2012
2013
67%
2013
58%
2013
66%
2012
10 10
28%
66%
57%
57%
2012
36%
28%
INN
66%
9
2013 2013
2012
RISK
2012
2013
2013
INNOVATION
2013
57%
Customers’66%
ability
57%to manage and
57%
govern Service
66%
Providers has INNOVATION RISK
57%
INNOVATION RISK INNOVATION
decreased.
I
2013
2012
INNOVATION
RISK
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RISK I
2013
2012
2013
INNOVATION
36%
2013
Clients expectation in the
Innovation and Risk categories
are still not being met by Service
Providers, like last year these are
the only KPIs that have a score of
below 60%.
10.
2013
10
10
9
9.
10 57%
9
2012
2012
2013
2012
%
Organisations66%
are
57%
36%
increasingly looking
at redrawing the
boundary between their
retained, outsourced and
offshore functions.
10
72%36%
Strong preformance
in ICT security
72%
(average66%
72%).
66%
2012
%
36% 57%
28%
28%
28%
36%
7 99
8. 8
9 8
8
36%
66%2012
28%
7
7.
99
6 77
7
6
9
6
6.
2013
28%
7
Financial flexibility
2013has grown in 72%
65%
58%
72%
importance
as a driver of
2012
2013
outsourcing
72% activity
2013
28%
2013
by36%
eight percent.
2012
2012 2013
67%
2012
2012
7
36%
28%
58%
2012
2013
2012
2013
2012
5
5 6
5
86
2013
58%
66
74%65%
8
8
65%
74%
65%
2013
2012
5
2012
2013
2012
5
65% 65%
Cost savings are
58% 58%
still the
primary
65%
driver but other
drivers are
58%
catching
up.
67%
74%