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2009 Top FAO Tax and Audit Vendors, Black Book Survey 2009 Results

February 2010 | 37 pages | ID: 28F4A04A76DEN
The Black Book of Outsourcing

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In 2009, the Black Book FAO user survey investigated over 377 contracts held by 81 FAO tax and audit companies.

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 findings

Key finding: most important customer satisfaction KPIs

Vertical expertise, innovation, customization and reliability are the most important attributes influencing financial accounting clients' satisfaction with their 2009 outsourcing providers.

Key finding: vendor dissatisfaction is uncommon in the FAO marketplace among top-ranked suppliers

Strong dissatisfaction is uncommon in this niche services sector, occurring in 3.9% of all clients globally.

UK and US clients are among the most satisfied with financial accounting services delivery, with 19.3% reporting high vendor approval. Strong dissatisfaction with offshore outsourcing vendors was polled at 11.0% of all surveyed clients with current projects in 2009, significantly higher than European and US vendors, with less than 4.0% strongly dissatisfied.

Key finding: comprehensive services vendor arrangements from a comprehensive tax/advisory/audit financial accounting vendor produce the highest satisfaction rates

Single vendors offering comprehensive research services to corporate clients were ranked highest in the overall survey by clients.
INTRODUCTION

SUMMARY

Survey overview
Key findings
FAO tax and audit – top honors overall 2009
FAO tax an audit – top vendor by function 2009

BLACK BOOK METHODOLOGY

How the data sets are collected
Understanding the statistical confidence of Black Book data
Who participates in the Black Book ranking process
FAO tax and audit vendor rankings and results, 2009

TOP 20 FAO TAX AND AUDIT VENDORS

STOP LIGHT SCORING KEY

Operational excellence of FAO tax and audit vendors

OVERALL KPI LEADERS

Top score per individual criteria
Outsourcing vendors with most top individual criteria scores

INDIVIDUAL KEY PERFORMANCE

APPENDIX

Orbys consulting
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