2009 Top Finance Accounting Outsourcing Providers, Black Book Survey 2009 Results
In 2009, the Black Book FAO Industry user survey investigates over 350 contracts held by 1400+ 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 & Cultural Fit and Trust are the most important attributes influencing FAO client satisfaction with their 2009 outsourcing providers.
►► Key finding: VENDOR DISSATISFACTION IS UNCOMMON IN THE FINANCIAL & ACCOUNTING OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS
Strong dissatisfaction is uncommon in Enterprise FAO sector, occurring in less than 5.4% of US client types, 3.8% of UK Firms, 7.0% of EMEA customers, and 11.3% of International corporations report a dissatisfaction rate above the midpoint.
►► KEY FINDING : COMPREHENSIVE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END FAO VENDOR PRODUCES THE HIGHEST SATISFACTION RATES
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 & Cultural Fit and Trust are the most important attributes influencing FAO client satisfaction with their 2009 outsourcing providers.
►► Key finding: VENDOR DISSATISFACTION IS UNCOMMON IN THE FINANCIAL & ACCOUNTING OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS
Strong dissatisfaction is uncommon in Enterprise FAO sector, occurring in less than 5.4% of US client types, 3.8% of UK Firms, 7.0% of EMEA customers, and 11.3% of International corporations report a dissatisfaction rate above the midpoint.
►► KEY FINDING : COMPREHENSIVE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END FAO VENDOR PRODUCES THE HIGHEST SATISFACTION RATES
INTRODUCTION
SUMMARY
PREDICTED HIGH GROWTH FAO VERTICALS METHODOLOGY
STOP LIGHT SCORING KEY
OVERVIEW OF KPI LEADERS
RAW SCORES AND MEANS
INDIVIDUAL KEY PERFORMANCE INDICATOR DETAIL
SUMMARY
PREDICTED HIGH GROWTH FAO VERTICALS METHODOLOGY
STOP LIGHT SCORING KEY
OVERVIEW OF KPI LEADERS
RAW SCORES AND MEANS
INDIVIDUAL KEY PERFORMANCE INDICATOR DETAIL
