Customer satisfaction feedback in an IT outsourcing company
Xin Xia, David Lo, Jingfan Tang, Shanping Li · 2015
To reduce budget and improve competitive power, some companies would outsource their information technology (IT) functions to a third-party company referred to as an IT outsourcing company. After an outsourcing company completes a project, it would collect feedback from the customer. Analyzing this feedback could help to further improve the service of the outsourcing company. To our best knowledge, there are limited studies on customer satisfaction feedback.