target audience: TECH SUPPLIER Publication date: Jul 2024 - Document type: IDC Survey Spotlight - Doc Document number: # US52444624
Why Do Organizations Switch Their Service Providers?
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Abstract
This IDC Survey Spotlight examines the reasons why organizations consider switching their providers of business, IT, and engineering services. The analysis highlights the differences between IT respondents and line-of-business respondents. In total, 453 respondents from organizations with more than 1,000 employees in North America, Europe, and Asia/Pacific and Japan were surveyed. Services vendors should use the insights in this IDC Survey Spotlight to showcase how they are addressing the reasons why organizations consider switching providers.
The data is sourced from IDC's 2023 Services Path Survey, which provides comprehensive data and guidance by analyzing feedback from global services buyers of professional services, outsourcing services, managed services, and engineering services, including a deep dive into 14 services markets: application testing/digital assurance/quality engineering services; business consulting services; customer care business process services; customer experience services; digital business transformation professional services; digital engineering and operational technology (DEOT) services; employee experience management services; enterprise intelligence services; environmental, social, and governance (ESG) business services; HR and talent management outsourcing services; IT consulting and systems integration services; managed cloud services; procurement business process services; and talent acquisition outsourcing services. Coverage includes adoption; budgeting trends; purchasing preferences and attitudes; pricing and contract options; friction points related to selection, contracting, and managing delivery; and detailed customer satisfaction ratings for vendors in the 14 services markets.