Tech service buyer satisfaction rises 5%, says ISG
CONNECTICUT, UNITED STATES — Enterprise buyers of technology and business services are increasingly satisfied with their providers, with overall satisfaction scores rising 5% year-over-year to 74 out of 100, according to the ISG Star of Excellence CX Insights Report.
The report highlights that satisfaction increased across all six dimensions measured, particularly in governance, compliance, collaboration, and transparency.
Technology research and advisory firm ISG said that as customer satisfaction grows, buyers are placing more emphasis on innovation and execution when evaluating providers.
Importance ratings for innovation and execution saw year-over-year increases of 11% and 10%, respectively, with execution being the top-ranked dimension.
“Enterprises clearly expect more innovation from their providers to transform their businesses and drive future results, especially in a time of economic uncertainty,” said ISG Director and Principal Analyst Heiko Henkes.
“Likewise, they expect better execution and delivery, to get more bang for their buck, so to speak,” he added.
ISG suggests that improving satisfaction scores reflects a growing optimism among enterprises about their partnerships with providers, despite economic uncertainty earlier in the year. Advances in automation and AI are also generating excitement.
The ISG Star of Excellence CX Insights Report identifies areas where providers excel, such as enterprise service management, cybersecurity services, and customer experience contact centers. It also points out areas needing improvement, including intelligent automation, data analytics, supply chain services, and cloud-native technologies.
