Engineering Services Enterprise Pulse: Sustaining Customer Satisfaction Amid a Talent Shortage

The rapid pace of innovation in engineering has made enterprises increasingly dependent on service providers. Consequently, vendors are developing offerings that can help them play a critical role in the product engineering value chain by filling capability gaps, augmenting staff, reducing time-to-market, and bringing in new technologies. Given the vital role that vendors are playing in product engineering, it is important to understand how satisfied engineering enterprises are with the service providers they engage with. Everest Group’s Engineering Services Enterprise Pulse study analyzes enterprise expectations and satisfaction levels with their service providers.

The findings in this report are based on insights from 134 unique interviews with enterprises that were nominated as references by 33 global engineering service providers assessed in this report. The study summarizes the enterprises’ views on their service providers’ capabilities across key engineering domains, including 5G engineering, Autonomous, Connected, Electric, and Shared (ACES) automotive engineering, connected medical devices engineering, digital product engineering, and digital twin engineering. The report also lays out enterprises’ expectations from engineering vendors and captures quantitative and qualitative insights across multiple assessment parameters and enterprise perspectives on individual service providers.