2009 Top Document Process Outsourcing (DPO) Vendors, Black Book Survey Results
In 2009, the Black Book Document Process Outsourcing Industry user survey investigates over 300 contracts held by eleven hundred DPO users. By 2009 survey close, the number of respondents increased over
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
Data Security & Backup, Deployment & Outsourcing Implementation and Reliability are the most important attributes influencing DPO client satisfaction with their 2009 outsourcing providers.
►► Key finding: VENDOR DISSATISFACTION IS UNCOMMON IN THE DOCUMENT PROCESS OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS
Strong dissatisfaction is uncommon in the DPO sector, occurring in less than 3.74% of diverse industry and niche clientele.
UK & US clients are among the most satisfied with DPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was measured 8.4% of all surveyed clients with 2009 relationships.
►► Key finding: COMPREHENSIVE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END DPO VENDOR PRODUCES THE HIGHEST SATISFACTION RATES
Single-vendors offering comprehensive research services to services corporate clients ranked highest in the overall survey by clients.
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
Data Security & Backup, Deployment & Outsourcing Implementation and Reliability are the most important attributes influencing DPO client satisfaction with their 2009 outsourcing providers.
►► Key finding: VENDOR DISSATISFACTION IS UNCOMMON IN THE DOCUMENT PROCESS OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS
Strong dissatisfaction is uncommon in the DPO sector, occurring in less than 3.74% of diverse industry and niche clientele.
UK & US clients are among the most satisfied with DPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was measured 8.4% of all surveyed clients with 2009 relationships.
►► Key finding: COMPREHENSIVE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END DPO VENDOR PRODUCES THE HIGHEST SATISFACTION RATES
Single-vendors offering comprehensive research services to services corporate clients ranked highest in the overall survey by clients.
INTRODUCTION
DPO & MANAGED PRINT SERVICES
DPO INDUSTRY OVERVIEW
PREDICTED HIGH GROWTH DPO VERTICALS
SUMMARY
METHODOLOGY
TOP 20 DPO VENDORS
STOP LIGHT SCORING KEY
RAW SCORES AND MEANS
OVERVIEW OF KPI LEADERS
INDIVIDUAL KEY PERFORMANCE INDICATOR DETAIL
DPO & MANAGED PRINT SERVICES
DPO INDUSTRY OVERVIEW
PREDICTED HIGH GROWTH DPO VERTICALS
SUMMARY
METHODOLOGY
TOP 20 DPO VENDORS
STOP LIGHT SCORING KEY
RAW SCORES AND MEANS
OVERVIEW OF KPI LEADERS
INDIVIDUAL KEY PERFORMANCE INDICATOR DETAIL
