In 2009, the Black Book KPO Industry user survey investigated over 380 contracts held by 1800 of the top spending law firms, investment banks, capital markets and conglomerate corporations globally.
18 Key Performance Indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0-10 scale per KPI.
Key Finding: Most Important Customer Satisfaction KPIs Customization, Integration/Implementations and Vertical Expertise are the most important attributes influencing KPO client satisfaction with their 2009 outsourcing providers.
Key Finding: Vendor Dissatisfaction is uncommon in the Knowledge Process Outsourcing Industry among Top Ranked Suppliers Strong dissatisfaction is uncommon in this niche KPO sector, occurring in only 4.7% of Legal Industry client types, 5.5% in Investment Banking clients, and 6.0% Market Research clients globally.
UK & US clients are among the most satisfied with KPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 6.5% of all surveyed clients with 2009 projects.
Key Finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End KPO Vendor produces the Highest Satisfaction Rates Single-vendors offering comprehensive research services to services corporate clients ranked highest in the overall survey by clients.