In 2009, the Black Book utilities business process outsourcing (UBPO) industry user survey investigated over 140 contracts held by 1,200 of the utilities agencies and companies globally.
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 0–10 scale per KPI.
Key finding: most important customer satisfaction KPIs Vertical expertise, innovation, customization and reliability are the most important attributes influencing UBPO client satisfaction with their 2009 outsourcing providers. All three KPIs were overwhelmingly praised by the clients of Vertex in 2009.
Key finding: vendor dissatisfaction is uncommon in the UBPO industry among top ranked suppliers Strong satisfaction is common in this niche BPO sector, occurring in 52.3% of all clients globally.
UK and US clients are among the most satisfied with UBPO services delivery, with 79.4% reporting high vendor approval. Strong dissatisfaction with offshore outsourcing vendors was recorded in 13% of all surveyed clients with 2009 projects, significantly higher than European and US vendors, which had less than 3.8% strongly dissatisfied.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end UBPO vendor produces the highest satisfaction rates Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey by clients.