Indian IT service providers are losing their advantage against global competitors for providing IT outsourcing services as customer satisfaction levels fall. But they still compete successfully and still achieve high customer satisfaction levels.
Indian IT outsourcer Infosys came top with a level of satisfaction, recorded by businesses that outsource IT functions, of 75%. The average satisfaction was 64%. BT came bottom out of 21 companies in a poll for customer satisfaction with a score of 50%.
The research carried out by sourcing consultancy Equaterra, for the year 2008, revealed that although Indian suppliers had good customer satisfaction some of the big global providers are closing the gap.
Satisfaction with Satyam declined 15%, TCS dropped 8% and Wipro fell 4%. But satisfaction with three of the global providers Accenture, Getronics and Hewlett-Packard increased by 3%, while Capgemini improved by 8%, Logica by 5% and IBM by 9%.
"It seems that the Indian providers are losing their traditional advantage against the global players and that there is more choice for customers the world is becoming a more level playing field.