NEW YORK, June 1 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:
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 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.
Survey overview 6
Key findings 6
Top PDO vendor – top honors overall 2009 6
Top PDO vendors – top honors by function 2009 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 8
PDO vendor rankings and results 2009 9
PDO GROWTH 2010–2011 10
TOP 20 PDO VENDORS 11
STOP LIGHT SCORING KEY 12
Operational excellence of PDO vendors 12
OVERALL KPI LEADERS 17
Top score per individual criteria 17
Top score per individual criteria 18
INDIVIDUAL KEY PERFORMANCE 19
Orbys consulting 38
Patni, Headstrong, Ness, Hexaware, Symphony Services, Ampere, Larsen & Toubro, Sonata, Infosys, Impetus, Luxoft, HCL, Celstream, Global Logic, CSC, Lionbridge, IBM, Wipro, Mahindra Satyam, Aditya, Birla Minacs
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