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2009 Top Software Product Development and Engineering Outsourcing Vendors, Black Book Survey 2009 Results
The Black Book of Outsourcing, Nov 2009, Pages: 38
Results from 2009 Black Book Survey. Scalability, client adaptability, flexible pricing and deployment are the most important attributes influencing PDO satisfaction with providers.
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.
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