ISG Experience Assessment Center for Providers
Gauge the lived experience of your client relationships and workforce experience
We perform structured analyses to carefully measure the effectiveness of cherished relationships. And when we say “relationships,” we mean: your relationship with cherished accounts and between your own workforce and the critical platforms and services they use.
It all starts with a customized and comprehensive assessment that diagnoses the current situation – what is working, what is not working and what can be optimized.
Products for Providers
Cherished Accounts Programs | Workforce Experience Assessments |
Ensure that your top clients are satisfied with services and intend to maintain, save and grow the relationship. | Optimize your user experiences to increase productivity. |
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| People involved: Retention managers, industry leads, account managers | People involved: Retention managers, industry leads, account managers |
Why is this so important?
The cost and disruption associated with changing providers can be extremely high.
- Competitive rebidding process alone can cost $1.5 million to $6 million for participants
- Return to former productivity can involve years and temporary revenue loss
- Without fixing issues that led to the switch, clients will likely repeat
- ISG Research shows an incumbent provider is 72% likely to lose part or all of its related work with the client, if a deal moves from sole-source renewal to competitive negotiation
The main reasons for the losses are: 1) inability to demonstrate capabilities, 2) perception of a poor relationship and 3) perception of poor delivery. The Experience Assessment Center can help address all of these.
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