In 2009, the HRO industry user survey investigated over 400 contracts held by 216 user organizations, conglomerates and corporations globally.
In order to rank the organizations, 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, innovation and trust are the most important attributes influencing LBPO client satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is common in the LBPO industry among top ranked suppliers
Strong dissatisfaction is common in the traditional training sector, occurring in more than 8.7% of US clients in 2009, 5.9% of UK firms and 14% of international corporations collectively.
Key finding: comprehensive services vendor arrangements from an integrated LBPO vendor produces the highest satisfaction rates of vertically-focused niche suppliers