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KPMG's Service Provider Performance & Satisfaction (SPPS) Studies

Service Provider Performance & Satisfaction (SPPS) Studies

About KPMG's Service Provider Performance & Satisfaction (SPPS) Studies

These market perception studies explore, assess and interpret buyers' satisfaction with the performance of their outsourcing Service Providers in large business-critical contracts. 

They also provide commentary and analysis on the key global IT services market trends focused on topics such as IT outsourcing, cloud and the services integrator.

The research provides direct insights into buyer opinions on service provider performance levels and assesses and interprets general IT outsourcing demand, market trends and developments.

Studies are conducted via surveys with senior management or C-level executives that have direct involvement and influence over corporate strategy and third party services investment decisions. 

New to the 2014/15 edition of the SPPS studies is the inclusion of input from leading global business and IT, cloud and network Service Provider professionals who participate in a parallel and complementary research program.

All participants in the client survey have been vetted to ensure that they are responsible for, or major contributors to, the outsourcing strategy within their organization and greatly influence budgets and decisions related to service provider selection.

Through the research process end-user executives rate their Service Providers against key performance indicators including:

  • General Satisfaction
  • Quality
  • Price
  • Risk
  • Strategic Relationship Management
  • Innovation
  • Flexibility
  • IT Security
  • Governance
  • Likelihood to renew or recommend

2014/15 IT Outsourcing Study:
The Radical New World of Outsourcing for Technology-Related Services

2014/15 IT Outsourcing Study Materials:

PDF: Management Summary 2014/15 Study

Management Summary 2014/15 Study: The Radical New World of Outsourcing for Technology-Related Services

Access the Study

PDF: Infographic 2014/15 Study

Infographic of the key finding from the 2014/15 Study: The Radical New World of Outsourcing for Technology-Related Services

Access the Infographic


The 2014/15 study is the first to be global in scope.  The study covers around 2,100 contracts from 24 countries, with an estimated annual contract value of US$12bn+.

In addition to serving as the basis for Service Provider performance tables, the research results and analysis have been used to provide extensive insight on market trends and enable predictions on the future state of the global IT services outsourcing market in three to five years’ time. 

The report also offers a perspective on current market segmentation and what is driving buying behavior.

While the full findings from the SPPS study are only made available to participants in the survey, and those who have purchased the research, a Management Summary and Infographic of the key findings is available below. 

End-user organizations interested in accessing the full research results should contact SPPS@kpmg-research.com.

Report Archive

Nordic Region ITO Study: 2013

United Kingdom ITO Study: 2013

India ITO Study: 2013

BeLux ITO Study: 2012

Dutch ITO Study: 2012

German/Swiss ITO Study: 2012


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Strategic Visions on the Sourcing Market 2015
Outsourcing market trends in Europe: a collection of thought leadership articles, client interviews and research from KPMG International.

Drive to the Top: The Journey, Lessons and Standards of Global Business Services

This white paper is the second in a series evaluating global business services (GBS) maturity as it relates to shared services.

Global Business Services Trends: 2014   
Cliff Justice highlights the primary challenges and opportunities of GBS for 2014, based on findings from KPMG's 4Q13 Pulse survey.



For further information about Service Provider Performance & Satisfaction Studies and other KPMG Management Consulting research, please contact:

Contact Stan Lepeak
Stan Lepeak

Head, Research & Thought Leadership, Global Management Consulting
+1 203 458 0677
Email      View Bio

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