Everest Group study reveals surprisingly high levels of customer dissatisfaction with global IT service firms. Download the free research report to learn where and why IT service providers are failing. Credit: Thinkstock Nearly half (48 percent) of the customers of IT service providers aren’t satisfied with the service they’re getting, according to Everest Group’s global survey of 132 enterprises. That figure includes 25 percent who are “highly unsatisfied.” The results are especially troubling because the enterprises surveyed were “reference clients” hand-picked by the vendors, suggesting that customer satisfaction could be even worse with a broader sample, according to the consulting and research firm’s report. Generally, customers give their IT service providers good grades on technical expertise but poor grades for acting as “strategic partners” and innovators. The report also covers the following topics: Whether IT service providers meet client expectations for flexibility, industry knowledge and day-to-day project management The top five IT service providers for overall experience Differences between mid-and small-sized service providers Members of the CIO.com Insider program can download the complimentary Everest Group report “Customer (Dis)Satisfaction: Why Are Enterprises Unhappy with Their Service Providers?” Nearly half (48 percent) of the customers of IT service providers aren’t satisfied with the service they’re getting, according to Everest Group’s global survey of 132 enterprises. That figure includes 25 percent who are “highly unsatisfied.” The results are especially troubling because the enterprises surveyed were “reference clients” hand-picked by the vendors, suggesting that customer satisfaction could be even worse with a broader sample, according to the consulting and research firm’s report. Generally, customers give their IT service providers good grades on technical expertise but poor grades for acting as “strategic partners” and innovators. The report also covers the following topics: SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe Whether IT service providers meet client expectations for flexibility, industry knowledge and day-to-day project management The top five IT service providers for overall experience Differences between mid-and small-sized service providers Members of the CIO.com Insider program can download the complimentary Everest Group report below. download Customer (Dis)Satisfaction: Why Are Enterprises Unhappy with Their Service Providers? Everest Group Related content opinion The changing face of cybersecurity threats in 2023 Cybersecurity has always been a cat-and-mouse game, but the mice keep getting bigger and are becoming increasingly harder to hunt. By Dipti Parmar Sep 29, 2023 8 mins Cybercrime Security brandpost Should finance organizations bank on Generative AI? Finance and banking organizations are looking at generative AI to support employees and customers across a range of text and numerically-based use cases. By Jay Limbasiya, Global AI, Analytics, & Data Management Business Development, Unstructured Data Solutions, Dell Technologies Sep 29, 2023 5 mins Artificial Intelligence brandpost Embrace the Generative AI revolution: a guide to integrating Generative AI into your operations The CTO of SAP shares his experiences and learnings to provide actionable insights on navigating the GenAI revolution. By Juergen Mueller Sep 29, 2023 4 mins Artificial Intelligence feature 10 most in-demand generative AI skills Gen AI is booming, and companies are scrambling to fill skills gaps by hiring freelancers to make the most of the technology. These are the 10 most sought-after generative AI skills on the market right now. By Sarah K. White Sep 29, 2023 8 mins Hiring Generative AI IT Skills Podcasts Videos Resources Events SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe