IT and Telecoms
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- Customer satisfaction research for the IT services sector
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Customer Satisfaction Research for the IT Services Sector
ORC International's IT / Telecoms division can provide specialist customer research to IT Services Suppliers (ITSS) with time critical evaluation of account satisfaction and loyalty.
The IT services marketplace continues to be overcrowded and intensely competitive at all levels. Furthermore, buyers of BPO, outsourcing or managed services are more knowledgeable and exacting when negotiating contracts. Nowadays approaching half of outsourcing deals last for between two and five years which represents a dramatic reduction in contract length over the past 10 years as buyers demonstrate a readiness to source alternative suppliers.
The market for the largest contracts is distinctly finite; and the cost of developing new business is getting greater. The challenge therefore lies with ITSS to deliver ever higher standards of customer service - exceeding SLAs - based on sound customer insight to ensure that they give themselves the best possible chance of retaining and up-selling key accounts.
Against this backdrop the importance of measuring (and being seen to measure) customer satisfaction is paramount. ORC International has pioneered the following (cost pragmatic) approach to domestic and international customer satisfaction programmes–within the IT services sector:
| Account Status | Methodology | Respondent Type |
| Top Tier | Face to face interviews | C-Suite respondents |
| Middle Tier | Detailed telephone interviews | IT/LOB/Operations |
| Lower Tier | Scorecard – rating metric | IT/LOB/Operations |
Click here to contact the IT / Telecoms team >>
Alternatively, contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
