The overall majority of UK organisations are satisfied with their outsourcing partner, reveals research among 800 large IT outsourcing contracts. Tata Consultancy Services, Computacenter and Getronics can call themselves the best IT outsourcing providers of the country, followed by Cognizant.
Every year PA Consulting Group and Whitelane Research explore the state of the UK outsourcing market. This year’s edition took more than 800 unique IT outsourcing contracts held by approximately 260 of the top IT spending organisations in the UK under scrutiny. The total annual value of these contracts is more than £15 billion, which according to the researchers represents almost three quarters of the UK market by value.
One of the areas the authors looked into is the satisfaction with outsourcing providers and their services. The results reveal that the overall majority (86%) of organisations is satisfied with the way their outsourced IT activities are managed, with almost half (44%) stating to be satisfied, and another 12% very satisfied. Just over 10% of organisations say they are unsatisfied, of whom 1% is very unsatisfied.
Although the overall satisfaction is high, there are significant differences between the performances of the nearly 30 IT service providers analysed, says the researchers. The best performing outsourcing provider, Tata Consultancy Services (TCS), for instance achieved a satisfaction score of 80%, a hefty 22% higher than the lowest scoring firms researched, BT and T-Systems. Computacenter and Getronics hold a joint second spot in the list of outsourcing firms with the highest client satisfaction, followed by US-based giant Cognizant. Six companies share the fifth spot: HP, Infosys, SCC, NIIT Technologies and the French-origin services firms Atos and Capgemini.
In the report, titled ‘2015 United Kingdom IT Outsourcing Study’, the researchers also investigated the outsourcing appetite of UK organisations, uncovering that four in ten expects to outsource more in the next few years. Last month Consultancy.uk featured the same analysis for the Dutch outsourcing market, conducted by Whitelane Research in collaboration with Quint.