Abstract
In 2009, the Black Book Investment Management Outsourced Services Industry
User Survey investigated nearly 400 contracts held by a thousand user
managers. 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. Each year, Brown-Wilson Group and Black Book Research undertake an
annual survey into organizations' satisfaction with their outsourcing service
providers. These research results are recognized as the most extensive and
representative perception study of outsourcing vendors, validated by over
26,000 respondents from service users around the globe. Over 700 functions and
40 sectors are investigated to determine "best fit" vendors with multiple
industry specifications.
Key findings
Key finding: most important customer satisfaction KPIs
Best-of-breed technology, trust and reliability are the most important
attributes influencing outsourced asset and investment servicing client
satisfaction with their 2009 outsourcing providers. BNY Mellon championed both
KPIs in 2009.
Key finding: vendor dissatisfaction is uncommon in the asset servicing outsourcing industry among top ranked suppliers
Strong dissatisfaction is uncommon in this niche sector, occurring in less
than 4.5% of diverse collective clientele. UK and US clients are among the
most satisfied with asset servicing delivery. Strong dissatisfaction with
offshore outsourcing vendors was less than 16.6% of all surveyed clients with
2009 relationships.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end asset servicing vendor produces the highest satisfaction rates
Single-vendors offering comprehensive research services to services corporate
clients ranked highest in the overall survey by clients.
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