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 Scalability, client adaptability, flexible pricing and marginal value adds are the five most important attributes influencing SMO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction in the current economic marketplace is uncommon in the SMO industry among top ranked suppliers Strong dissatisfaction is uncommon in SMO, occurring in less than 3.2% of US client types, 2.8% of UK clients and 10.5% of international customers. US and global corporations collectively experience only a 5.0% dissatisfaction rate.
Key finding: highest satisfaction in SMO functional subsets achieved by comprehensive SMO vendors