In 2009, the Black Book energy ITO user survey investigated over 120 contracts held by 1,100 international energy agencies and companies.
18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 1–10 scale per KPI.
Key finding: most important customer satisfaction KPIs Vertical expertise, innovation, customization and best of breed technology are the most important attributes influencing energy ITO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the energy ITO industry among top ranked suppliers Strong satisfaction is common in this niche ITO sector, occurring in 40.1% of all global clients.
UK and US clients are among the most satisfied with energy ITO services delivery, with 82.7% reporting high vendor approval. 11.9% of all surveyed clients with 2009 projects reported strong dissatisfaction with offshore outsourcing vendors, significantly higher than European and US vendors, with less than 2.9% strongly dissatisfied.
Key finding: comprehensive service vendor arrangements from a comprehensive/end-to-end energy ITO vendor produces the highest satisfaction rates
Single-vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.