In 2009, the Black Book investment management outsourced services industry user survey investigated over 155 contracts held by 380 user managers. In order to rank the organizations, 18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a scale of 0–10 per KPI.
Each year, Brown-Wilson Group and Black Book Research undertake an annual survey into organizations' satisfaction with their outsourcing service providers. These research results are recognized as the most extensive and representative perception study of outsourcing vendors, validated by over 26,000 respondents from service users around the globe.
Over 700 functions and 40 sectors are investigated to determine “best fit” vendors with multiple industry specifications.
Key finding: most important customer satisfaction KPIs Best of breed technology, integrations/interfaces and deployment are the most important attributes influencing outsourced mortgage banking services client satisfaction with their 2009 outsourcing providers. A third (33%) of users selected best of breed technology the most important of 18 key performance indicators. Deployment was the second most crucial to support operations, as indicated by 12% of all users.
Key finding: vendor dissatisfaction is uncommon in the mortgage BPO industry among top ranked suppliers Strong dissatisfaction has grown more common in this niche sector, occurring in less than 24.7% of diverse collective clientele from 30% in 2008. UK and US clients are among the most satisfied with mortgage default management delivery. Offshore (Philippines and India, particularly in order) outsourcing vendors with voice/contact center services were named by 84% as the most unsatisfactory BPO outcomes by surveyed clients with 2009 relationships.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end mortgage banking services BPO vendor produce the highest satisfaction rates
Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.