A global business services firm hired BRIDGEi2i to analyze survey data from 175 outsourcing clients to understand key drivers of customer satisfaction. BRIDGEi2i identified relationships between overall satisfaction and individual performance indicators. They also analyzed satisfaction levels by supplier and client characteristics to identify parameters that influence performance and satisfaction for different customer segments. The results provided insights to help service providers and clients improve performance and satisfaction in IT outsourcing.

1. Customer Case Study
BRIDGEi2i helps a global business services firm understand key drivers of client satisfaction
from information technology outsourcing in the European market.
Business Challenge
A global business services firm conducted a service provider performance and satisfaction study for the European
market in 2011. They executed a survey covering around 175 companies involved in IT outsourcing with 30 service
providers involving 500+ contracts.
BRIDGEi2i Solution
BRIDGEi2i analyzed the survey data at various levels (contract level, supplier level and client level).
Contract Analysis
Identified the relationship between overall satisfaction and the
satisfaction from Key Performance Indicators (KPIs). Based on factor
analysis and regression analysis, the KPI drivers and their contribution to
overall satisfaction were derived.
Supplier Analysis
Identified the performance and satisfaction by suppliers and their
relationship with supplier parameters like contract size, geographic
scope, contract renewal time etc. were also analyzed to identify key
supplier parameters driving performance and satisfaction.
Client Analysis
Client parameters like IT budget, number of employees and suppliers,
industry sector etc. were used to segment clients in logical groups to
identify satisfaction parameters for different segments or different types
of buyer groups.
Business Impact
The study was published by the business services group to enable services providers and client organizations better
understand performance and satisfaction parameters for clients in IT outsourcing services.
About BRIDGEi2i
BRIDGEi2i is an analytics solutions company partnering with businesses globally, helping them achieve accelerated
outcome harnessing the power of data. BRIDGEi2i helps companies to BRIDGE the gap between INFORMATION,
INSIGHT and IMPACT in their journey to institutionalize data driven decisions across the enterprise.
For more details contact us: enquiries@bridgei2i.com
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