Fifth Annual “Black Book” Outsourcing Services Satisfaction Survey

Thank you for participating in the Black Book of Outsourcing annual vendor and advisor surveys. First developed in 2004 and widely accepted as the single industry measure of unbiased client satisfaction, questions should take less than 5 minutes per section to complete.

Authenticity of respondents is paramount and we, therefore, ask for your contact information in order to eliminate duplication and to validate your balloting, based on your interest in volunteering to participate in this process.

In return, you will also receive a preview e-copy of Black Book’s 2008 State of Outsourcing Industry report and top rankings before the results are publicly announced by the Wall Street Journal in mid-June. Please indicate at the conclusion of the survey that you want the 2008 State of Outsourcing Report emailed to you free of charge. Respondent’s information is secure and never released externally by The Black Book of Outsourcing. Should you require additional assurance of confidentiality; please contact our principals directly to request a formal non-disclosure agreement.

The purpose of this survey is to gauge client satisfaction with operational excellence and leadership within your outsourcing supplier and advisor relationships. The following survey set is in three sections:

Operational Excellence Survey: 18 Key Performance Indicators used to develop and publish specific reports on outsourcing functions (ITO, BPO, HRO etc), verticals and industries, client market sizes (revenues and employees), and horizontals (functions ranging from accounts payable to facilities management). Over 200 reports are produced on the results of these findings annually.

The 50 Best Managed/Leadership Global Outsourcing Vendors Survey: 26 Key Performance Indicators routinely referenced by investors, prospective outsourcing buyers, current clients, media/press, benchmarking competitors and venture capital firms.

Advisors Survey: 20 Key Performance Indicators measuring the client satisfaction of outsourcing consultants.

The Black Book survey is recognized for its process objectivity and is performed without the bias of application fees, judging panels, organizational support charges, association participation, sponsorship requirements, paid advertising, and vendor partiality.

The Black Book survey also aims to help both customer and provider deal with the root cause of relationship issues through standard and unique industry satisfaction measures developed by an unaffiliated consortium of US business school professors and academics, allowing the parties to isolate quantitative from qualitative aspects of delivery and more easily resolve problems through peer comparison.

The aggregate customer satisfaction measurement is critical to measure the entire effectiveness of global services outsourcing implementation and execution. Based on concrete evidence provided through The Black Book of Outsourcing, the ability to measure whether outsourcing services clients are truly satisfied or unsatisfied will help serve our goal to keep advancing the industry.