Abstract
In 2009, the Black Book FAO Industry user survey investigated over 260
contracts held by 1,100+ of the top businesses, organizations and conglomerate
corporations globally.
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
- Client relationship and cultural fit and trust are the most important
attributes influencing FAO - Accounts Receivable client satisfaction with
their 2009 outsourcing providers.
- Key Finding: Vendor Dissatisfaction is uncommon in the Financial and
Accounting Outsourcing Industry among Top Ranked ARO Suppliers
- Strong dissatisfaction is uncommon in the AR FAO sector, occurring in
less than 6.7% of US client types, 7.4% of UK firms, 9.0% of EMEA customers
and 16.2% of international corporations report a dissatisfaction rate above
the midpoint.
- Key Finding: Comprehensive Services Vendor Arrangements from a
Comprehensive/End-To-End FAO AR Vendor produces the Highest Satisfaction Rates
(capable of all four major AR service lines)
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