In 2009, the Black Book TBA user survey investigated over 1309 contracts held by 323 of the top-spending organizations and conglomerate corporations, and globally evaluated 100 vendors.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria were employed, with each respective vendor scored by client type and ranked on a 0–10 scale per KPI.
Key finding: most important customer satisfaction KPIs
Client relationship and cultural fit and trust/accountability/transparency are the most important attributes influencing TBA clients'' satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the TBA industry among top-ranked suppliers
Strong dissatisfaction is uncommon in the TBA outsourcing ranks, occurring in less than 2.1% of US client types, 4.0% of UK clients and 5.3% of international customers. US and global corporations collectively express only a 3.5% dissatisfaction rate.
Key finding: comprehensive TBA services vendor arrangements from a comprehensive/end-to-end TBA vendor produce the highest satisfaction rates
Table of Contents:
Survey overview 7
Key findings 7
TBA outsourcing – top honors overall 2009 7
TBA outsourcing – top vendor by function 2009 7
BLACK BOOK METHODOLOGY 8
How the data sets are collected 8
Understanding the statistical confidence of Black Book data 8
Who participates in the Black Book ranking process 9
TBA vendor rankings and results 2009 9
PREDICTED SECTORS OF HIGH GROWTH FOR OUTSOURCED TBA SERVICES 2010–11 10
TOP 20 TBA OUTSOURCING VENDORS 11
QUALIFIED BENEFITS ADMINISTRATORS: BLACK BOOK SURVEY 12
CONSISTENT PERFORMANCE BY TOP TBA OUTSOURCERS 13
STOP LIGHT SCORING KEY 14
Operational excellence of TBA outsourcing vendors 14
OVERALL KPI LEADERS 19
Top score per individual criteria 19
Outsourcing vendors with most top individual criteria scores 20
Overall rankings by client type 20
INDIVIDUAL KEY PERFORMANCE 22
Orbys consulting 59