The Service Provider Performance and Satisfaction (‘SPPS’) study is a perception-study of the performance of service providers on a selection of parameters. This is the first time that KPMG has conducted the SPPS study for the Indian market. The coverage of this study includes not just Indian companies but also multi-nationals (MNCs) and offshore captive centers (Global In-house Centers or GICs). We expect the findings of the SPPS study to be of great value to both customers and service providers. Customers of IT outsourcing could use the findings to better evaluate their service provides. For IT service providers this study is a handy tool for competitive benchmarking and improving market positioning.