Abstract
In 2009, the Black Book APO Industry user survey investigates over 500
contracts held by 1500 of the top spending 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 & Cultural Fit and Trust are the most important
attributes influencing APO client satisfaction with their 2009 outsourcing
providers.
- Key Finding: Vendor Dissatisfaction is uncommon in the AP Process
Outsourcing Industry among Top Ranked Suppliers
- Strong dissatisfaction is uncommon in the Finance & Accounting sector of
Accounts Payable, occurring in less than 7.5% of US client types, 10.3% of
UK clients and 10.8% of International customers. US and Global corporations
collectively experience only a 6.8% dissatisfaction rate.
- Key Finding: Comprehensive Services Vendor Arrangements from a
Comprehensive/End-To-End APO Vendor produces the Highest Satisfaction Rates
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