Abstract
In 2009, the Black Book BPO: Retail/CPG Industry user survey investigated over
350 contracts held by 1,600 of the retailers, food and drug merchandisers,
general merchandisers, discount stores, department stores, store chains,
vertically integrated retailers and non-store retailers such as internet
stores 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
- Implementation, Innovation, Customization and Reliability are the most
important attributes influencing Retail/CPG BPO and ITO client satisfaction
with their 2009 outsourcing providers.
- Key Finding: Vendor Dissatisfaction is uncommon in the Retail/CPG Industry
IT Outsourcing and Business Process Outsourcing Industry among Top Ranked
Suppliers
- Strong dissatisfaction is uncommon in this Retail Vertical Niche BPO
sector occurring in only 6.8% of Store Industry client types and 2.2% in
Non-Store Industry clients types globally.
- Among Retail/CPG Industry IT Outsourcing, strong approval for the top
four vendors was reported among 95.8% of their current client base.
- US and Asian clients are among the most satisfied with Retail/CPG
industry outsourcing services delivery. Domestic Indian retailers are also
reporting high satisfaction with regional vendors. Strong dissatisfaction
with offshore outsourcing vendors was less than 6% of all surveyed clients
with 2009 projects.
- Key Finding: Comprehensive Services Vendor Arrangements from a
Comprehensive/End-To-End Retail/CPG Industry ITO and BPO Vendor produces the
Highest Satisfaction Rates
- Single-vendors offering bundled, comprehensive research services to
services corporate clients ranked highest in the overall survey by clients.
Tata Consultancy Services excelled in both sections, as well as together as
a bundled Retail/CPG industry ITO/BPO supplier.
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