2009 Top Accounts Receivable Outsourcing Vendors, Black Book Survey 2009 Results
In 2009, the Black Book FAO Industry user survey investigated over 260 contracts held by 1,100+ of the top businesses, 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 findings
Key finding: Most Important Customer Satisfaction KPIs
Client relationship and cultural fit and trust are the most important attributes influencing FAO – Accounts Receivable client satisfaction with their 2009 outsourcing providers.
Key finding: Vendor Dissatisfaction is uncommon in the Financial and Accounting Outsourcing Industry among Top Ranked ARO Suppliers
Strong dissatisfaction is uncommon in the AR FAO sector, occurring in less than 6.7% of US client types, 7.4% of UK firms, 9.0% of EMEA customers and 16.2% of international corporations report a dissatisfaction rate above the midpoint.
Key finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End FAO AR Vendor produces the Highest Satisfaction Rates (capable of all four major AR service lines)
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 findings
Key finding: Most Important Customer Satisfaction KPIs
Client relationship and cultural fit and trust are the most important attributes influencing FAO – Accounts Receivable client satisfaction with their 2009 outsourcing providers.
Key finding: Vendor Dissatisfaction is uncommon in the Financial and Accounting Outsourcing Industry among Top Ranked ARO Suppliers
Strong dissatisfaction is uncommon in the AR FAO sector, occurring in less than 6.7% of US client types, 7.4% of UK firms, 9.0% of EMEA customers and 16.2% of international corporations report a dissatisfaction rate above the midpoint.
Key finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End FAO AR Vendor produces the Highest Satisfaction Rates (capable of all four major AR service lines)
INTRODUCTION
SUMMARY
METHODOLOGY
PREDICTED HIGH GROWTH ARO VERTICALS
TOP 20 ARO SUPPORT VENDORS
STOP LIGHT SCORING KEY
OVERVIEW OF KPI LEADERS
INDIVIDUAL KEY PERFORMANCE INDICATOR DETAIL
SUMMARY
METHODOLOGY
PREDICTED HIGH GROWTH ARO VERTICALS
TOP 20 ARO SUPPORT VENDORS
STOP LIGHT SCORING KEY
OVERVIEW OF KPI LEADERS
INDIVIDUAL KEY PERFORMANCE INDICATOR DETAIL
