Our methodology

Establishing an independent global benchmark for customer satisfaction with outsourcing

The 2010 Black Book of Outsourcing survey instrument assesses satisfaction across nine performance criteria:

  • Requirements awareness
  • Shared goals
  • Financial benefits
  • Risk mitigation
  • Partnership approach
  • Problem resolution
  • Corporate reputation
  • Skills and resources
  • Future orientation

1) There are a number of questions used to interrogate each of the nine criteria. The relative importance of the criteria is also assessed.

2) Using data gathered in the course of the survey, responses received are subjected to Datamonitor’s quality assurance procedures to ensure their validity.

3) In subsequent publications, Datamonitor’s analysts prioritise the raw feedback provided by respondents and supplement this with expert insight on the markets in question.

Use the links below to find out more about the Black Book of Outsourcing survey instrument:

Methodology (PDF)

Survey Structure Performance Criteria (PDF)

Service Domains and Specific Services (PDF)