Only six companies received 25 or more valid customer evaluations and are included in the ratings. Several other major IT service providers didn't get the minimum number of responses required--an outcome that should carry neither a negative nor positive implication.
Overall, the respondents are only reasonably satisfied with their vendors' performance, as the average score for all companies ranked is a middling 6.4. That doesn't live up to their reputations--outsourcers had an average score of 6.8 in that category.
Average scores were lower in some key areas. In the cost-for-value category, it was only 5.9, while the vendors' ability to innovate on behalf of the customer was rated at a mere 5.8 on average. On the upside, outsourcers appear to be doing a better job of adhering to internal standards, as respondents rated their performance 6.8 on average in that category.
Note: Scores based on a 1-10 scale, where 10 is extremely satisfied.
Data: InformationWeek Research Analyzing The Outsourcers study of 420 business technology professionals, June 2006
Illustration by John Sledd
In Depth: Customers Analyze Outsourcing Vendors and Strategies