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2009 Top Utilities Business Process Outsourcing Vendors, Black Book Survey 2009 Results

November 2009 | 38 pages | ID: 25AA4174E18EN
The Black Book of Outsourcing

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In 2009, the Black Book utilities business process outsourcing (UBPO) industry user survey investigated over 140 contracts held by 1,200 of the utilities agencies and companies 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

Vertical expertise, innovation, customization and reliability are the most important attributes influencing UBPO client satisfaction with their 2009 outsourcing providers. All three KPIs were overwhelmingly praised by the clients of Vertex in 2009.

Key finding: vendor dissatisfaction is uncommon in the UBPO industry among top ranked suppliers

Strong satisfaction is common in this niche BPO sector, occurring in 52.3% of all clients globally.

UK and US clients are among the most satisfied with UBPO services delivery, with 79.4% reporting high vendor approval. Strong dissatisfaction with offshore outsourcing vendors was recorded in 13% of all surveyed clients with 2009 projects, significantly higher than European and US vendors, which had less than 3.8% strongly dissatisfied.

Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end UBPO vendor produces the highest satisfaction rates

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

BLACK BOOK METHODOLOGY

PREDICTED UBPO GROWTH 2010–2011

TOP 25 UBPO VENDORS

STOP LIGHT SCORING KEY

OVERALL KPI LEADERS

INDIVIDUAL KEY PERFORMANCE

APPENDIX


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