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2009 Brokerage Process Services Outsourcing, Black Book Survey 2009 Results

August 2009 | 42 pages | ID: 2EECE8CAAC1EN
The Black Book of Outsourcing

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In 2009, the Black Book Brokerage Process Services Industry user survey investigates over 500 contracts held by 1650 of the top brokerage businesses, investment banks, 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

Customization, Reliability and Data Security are the most important attributes influencing Brokerage Process Services client satisfaction with their 2009 outsourcing providers.

KEY FINDING: VENDOR DISSATISFACTION IS UNCOMMON IN THE BROKERAGE OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS

Strong dissatisfaction is uncommon in Enterprise Brokerage Services sector, occurring in less than 3.1% of US client types and UK Firms, 4.5%.

KEY FINDING: COMPREHENSIVE BROKERAGE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END BPO VENDOR PRODUCED THE 2009 HIGHEST SATISFACTION RATES

KEY FINDING: BROADRIDGE RETAINS TOP RANKING

Evidenced by Broadridge’s top customer satisfaction outcomes in 2009 achieving the Black Book top honors for a third consecutive year in Brokerage Services BPO.
INTRODUCTION

SUMMARY

METHODOLOGY

TOP RANKED FUNCTIONAL AREAS OF BROKERAGE SERVICES BPO TOP 20 BROKERAGE SERVICES OUTSOURCING VENDORS

STOP LIGHT SCORING KEY

OVERVIEW OF KPI LEADERS

INDIVIDUAL KEY PERFORMANCE INDICATOR DETAIL



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