$7,995.00
In 2018, the Black Book user survey investigated over 1309 contracts held by 323 of the top-spending organizations and conglomerate corporations, and globally evaluated 100 vendors. In order to rank the organizations, 18 key performance indicators (KPIs) or criteria were employed, with each respective vendor scored by client type and ranked on a 0-10 scale per KPI.
Description
Key findings:
Most important customer satisfaction KPIs
Client relationship and cultural fit and trust/accountability/transparency are the most important attributes influencing clients’ satisfaction with their 2018 outsourcing providers.
Vendor dissatisfaction is uncommon in the industry among top-ranked suppliers
Strong dissatisfaction is uncommon in the outsourcing ranks, occurring in less than 2.1% of US client types, 4.0% of UK clients and 5.3% of international customers. US and global corporations collectively express only a 3.5% dissatisfaction rate.
Comprehensive services vendor arrangements from a comprehensive/end-to-end vendor produce the highest satisfaction rates
