In 2009, the Black Book APO Industry user survey investigates over 500 contracts held by 1500 of the top spending organizations 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 Client Relationship & Cultural Fit and Trust are the most important attributes influencing APO client satisfaction with their 2009 outsourcing providers.
Key Finding: Vendor Dissatisfaction is uncommon in the AP Process Outsourcing Industry among Top Ranked Suppliers Strong dissatisfaction is uncommon in the Finance & Accounting sector of Accounts Payable, occurring in less than 7.5% of US client types, 10.3% of UK clients and 10.8% of International customers. US and Global corporations collectively experience only a 6.8% dissatisfaction rate.
Key Finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End APO Vendor produces the Highest Satisfaction Rates