In 2009, the Black Book KPO investments industry user survey investigated over 182 contracts held by 740 of the top spending brokerages, investment banks, capital markets and financial conglomerate corporations 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 finding: most important customer satisfaction KPIs
Customization, integration/implementation and vertical expertise are the most important attributes influencing KPO investment clients'' satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the KPO industry among top ranked suppliers
Strong dissatisfaction is uncommon in this niche KPO sector, occurring in only 2.6% of hedge fund industry client types, 2.9% in investment banking clients, and 3.8% in equities research clients globally.
UK and US clients are among the most satisfied with KPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 6.3% of all surveyed clients with 2009 projects.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end KPO investment vendor produces the highest satisfaction rates
Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey by clients.
Table of Contents:
Survey overview 6
Key findings 6
2009 KPO investment industry – top honors overall 6
2009 KPO investment industry – top vendors by function 6
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
KPO investments vendor rankings and results 2009 9
HIGH GROWTH KPO INVESTMENT SECTORS 10
TOP 20 KPO INVESTMENT VENDORS 11
STOP LIGHT SCORING KEY 12
Operational excellence of KPO investment vendors 12
OVERALL KPI LEADERS 17
Top score per individual criteria 17
Outsourcing vendors with most top individual criteria scores 18
INDIVIDUAL KEY PERFORMANCE 19
Orbys consulting 38
Financial services: Global Industry Overview
10 Consumer Trends for Financial Services Providers in 2010 and Beyond
Financial Services Marketing to the Affluent 2009 - Market Assessment
Targeting the Underbanked in Financial Services
Channel Metrics: Consumer Distribution Trends in UK Financial Services - Overview Report
The Global Economic Crisis: The Impact On European Consumer Attitudes Towards Financial Services