IT outsourcer Infosys’s clients are increasingly dissatisfied with the company’s service, according to a respected report into the IT outsourcing industry.
The 2008 Black Book of Outsourcing State of the Industry Report ranked Infosys 56th for client satisfaction after polling customers. The previous year it was in the top 10.
“[Infosys] clients reported a noticeable shift from customer service to corporate revenue generation, and a corporate culture that has become disappointingly elitist,” the report found.
Infosys is emblematic of the Indian IT industry as it struggles to withstand changing macro-economic forces and graduate beyond simply being a service provider to become a strategic partner to its clients.
The company’s approach to that challenge is examined in a profile in the new issue of Information Age magazine. The findings of this new report suggest that in its quest to become a strategic partner, the company may have sacrificed simple customer service.
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