Enterprises Rate Outsourcing Providers Higher, Citing Improved Execution and Delivery, ISG Study Shows - Seite 2

Oil and gas companies gave the lowest average score, at 67.9, rating CX across all pillars as needing improvement. CX scores in the public sector declined the most, falling by 17 percent.

Business services and power and utilities were the only industries that recognized providers as exceeding expectations across most or all CX pillars. In other industries, scores across most pillars showed CX met expectations, and in other cases needed improvement.

The report also examines other findings by industry, including comparisons across regions and provider types for sets of related industries, such as chemicals, oil and gas and power and utilities.

CX Star Performers

Providers that earn the highest CX score for each service area covered by ISG Provider Lens research in a given quarter are named an ISG CX Star Performer. For the first quarter, the CX Star Performers were Accenture (Chemicals Industry), Persistent Systems (Digital Engineering), HCLTech (Mainframes), Bechtle (Microsoft), PwC (Procurement), Hexaware (Salesforce), Infosys (SAP) and KPMG (ServiceNow).

About ISG Star of Excellence CX Insights Research

CX scores reported in the ISG Star of Excellence CX Insights Report represent the weighted average of client satisfaction scores and importance scores across six dimensions: Execution and Delivery, Governance and Compliance, Collaboration and Transparency, Innovation and Thought Leadership, People and Cultural Fit, and Business Continuity and Flexibility.

Through ISG’s continuous Voice of the Customer survey research, customers are asked to rate the importance of each of the six dimensions and then rate their service provider/vendor on each, on a scale of 1-100. CX scores are also generated across industries, regions and technology domains and for each service provider/vendor.

ISG Star of Excellence CX Insights scores are an integral part of the provider assessments offered by ISG Provider Lens research, the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team.

The 1Q 2024 ISG Star of Excellence CX Insights Report is available as a free download from this webpage, with more detailed findings, including by provider, available by contacting ISG.

Enterprises who wish to participate in the ISG Voice of the Customer survey research can begin the process by visiting this website. Providers also can nominate their customers to participate.