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2009 Top Professional Employer and Adminsitrative Services Outsourcing Vendors, Black Book Survey 2009 Results
The Black Book of Outsourcing, Oct 2009, Pages: 42
Results from 2009 Black Book Survey. Market size expertise, customization, deployment, reliability and integration are the most important attributes influencing PEO client satisfaction with their outsourcing providers.
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 from the survey:
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: Ccomprehensive 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.
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