2009 Top Professional Employer and Adminsitrative Services Outsourcing Vendors, Black Book Survey 2009 Results
In 2009, the Black Book PEO and ASO user survey investigated over 120 outsourcing contracts held by 500 PEO-spending clients globally.
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
Market size expertise, customization, deployment, reliability and integration are the most important attributes influencing industry PEO/ASO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the PEO/ASO outsourcing industry among top ranked suppliers
Strong dissatisfaction is uncommon in this niche HRO sector occurring in only 4.75% of clients globally.
UK and US clients are among the most satisfied with onshore PEO services delivery. Strong dissatisfaction with offshore outsourcing vendors scored appreciably high when originating from non-US/non-UK providers, with 20.4% of all surveyed clients with 2009 PEO/ASO initiatives.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end PEO/ASO vendor produces the highest satisfaction rates
Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
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
Market size expertise, customization, deployment, reliability and integration are the most important attributes influencing industry PEO/ASO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the PEO/ASO outsourcing industry among top ranked suppliers
Strong dissatisfaction is uncommon in this niche HRO sector occurring in only 4.75% of clients globally.
UK and US clients are among the most satisfied with onshore PEO services delivery. Strong dissatisfaction with offshore outsourcing vendors scored appreciably high when originating from non-US/non-UK providers, with 20.4% of all surveyed clients with 2009 PEO/ASO initiatives.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end PEO/ASO vendor produces the highest satisfaction rates
Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey.
INTRODUCTION
SUMMARY
BLACK BOOK METHODOLOGY
PREDICTED PEO/ASO GROWTH 2010
TOP 20 PEO/ASO VENDORS
STOP LIGHT SCORING KEY
OVERALL KPI LEADERS
INDIVIDUAL KEY PERFORMANCE
APPENDIX
SUMMARY
BLACK BOOK METHODOLOGY
PREDICTED PEO/ASO GROWTH 2010
TOP 20 PEO/ASO VENDORS
STOP LIGHT SCORING KEY
OVERALL KPI LEADERS
INDIVIDUAL KEY PERFORMANCE
APPENDIX
