2009 Top Software Product Development and Engineering Outosurcing Vendors, Black Book Survey 2009 Results
In 2009, the Black Book client industry user survey investigated the customer experience of 2,965 of the top PDO services-spending corporations and organizations 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
Scalability, client adaptability, flexible pricing and deployment are the most important attributes influencing PDO satisfaction with providers.
Key finding: BPO vendor dissatisfaction is rare among the top 20 PDO providers
Strong dissatisfaction is uncommon in this niche technology support sector, occurring in only 2.7% of the top PDOs.
US clients are among the most satisfied with offshore PDO services delivery. Strong dissatisfaction with offshore outsourcing vendors was reported by less than 5% of all surveyed clients.
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
Scalability, client adaptability, flexible pricing and deployment are the most important attributes influencing PDO satisfaction with providers.
Key finding: BPO vendor dissatisfaction is rare among the top 20 PDO providers
Strong dissatisfaction is uncommon in this niche technology support sector, occurring in only 2.7% of the top PDOs.
US clients are among the most satisfied with offshore PDO services delivery. Strong dissatisfaction with offshore outsourcing vendors was reported by less than 5% of all surveyed clients.
INTRODUCTION
SUMMARY
Survey overview
Key findings
Top PDO vendor – top honors overall 2009
Top PDO vendors – top honors 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
PDO vendor rankings and results 2009
PDO GROWTH 2010–2011
TOP 20 PDO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of PDO vendors
OVERALL KPI LEADERS
Top score per individual criteria
Top score per individual criteria
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
SUMMARY
Survey overview
Key findings
Top PDO vendor – top honors overall 2009
Top PDO vendors – top honors 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
PDO vendor rankings and results 2009
PDO GROWTH 2010–2011
TOP 20 PDO VENDORS
STOP LIGHT SCORING KEY
Operational excellence of PDO vendors
OVERALL KPI LEADERS
Top score per individual criteria
Top score per individual criteria
INDIVIDUAL KEY PERFORMANCE
APPENDIX
Orbys consulting
Disclaimer
