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Service Provider Performance in the Indian Outsourcing Market

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Indian Outsourcing Market: Service Provider Performance
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From the Advice Worth Keeping podcast series
Hosted by Stan Lepeak, global research director,
KPMG LLP Management Consulting


Viral Thakker, a partner in KPMG’s Shared Services and Outsourcing Advisory group, shares findings from research conducted by KPMG India around service provider performance and satisfaction.

The research study examined service provider performance and satisfaction across three broad service provider categories: 1) large, multinational service providers; 2) large Indian heritage service providers; and 3) medium-sized Indian service providers (revenues less than $2.5 billion).

The clients that provided the evaluations included domestic Indian companies, local branches of large multinational companies and large captive centers that operate in India.

Listeners will gain an understanding of:

  • The underlying reason why nearly 90 percent of respondents evaluated their vendor as satisfactory (or better)
  • The two key areas where vendors consistently scored high in customer satisfaction
  • The two key areas where vendors consistently scored low in customer satisfaction
  • How findings from the India provider study compare to findings of service provider satisfaction in other geographies
  • How contract pricing correlates to vendor-driven innovations


Duration: Less than 9 minutes
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Listen to more podcasts on the Indian outsourcing market by Viral Thakker.


For more Advice Worth Keeping, view the full list of podcasts and visit the Reality Check blog.

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