Abstract
In 2009, the Black Book Brokerage Process Services Industry user survey
investigates over 500 contracts held by 1650 of the top brokerage businesses,
investment banks, 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
Customization, Reliability and Data Security are the most important attributes
influencing Brokerage Process Services client satisfaction with their 2009
outsourcing providers.
KEY FINDING: VENDOR DISSATISFACTION IS UNCOMMON IN THE BROKERAGE OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS
Strong dissatisfaction is uncommon in Enterprise Brokerage Services sector,
occurring in less than 3.1% of US client types and UK Firms, 4.5%.
KEY FINDING : COMPREHENSIVE BROKERAGE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END BPO VENDOR PRODUCED THE 2009 HIGHEST SATISFACTION RATES
KEY FINDING : BROADRIDGE RETAINS TOP RANKING
Evidenced by Broadridge' s top customer satisfaction outcomes in 2009 achieving
the Black Book top honors for a third consecutive year in Brokerage Services
BPO.
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