2009 Top Financial Services and Investments Knowledge Process Outsourcing Vendors, Black Book Survey 2009 Results

In 2009, KPO investments industry user survey investigated over 182 contracts held by 740 of the top spending brokerages, investment banks, capital markets and financial conglomerate 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
Customization, integration/implementation and vertical expertise are the most important attributes influencing KPO investment clients' satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the KPO industry among top ranked suppliers
Strong dissatisfaction is uncommon in this niche KPO sector, occurring in only 2.6% of hedge fund industry client types, 2.9% in investment banking clients, and 3.8% in equities research clients globally.
UK and US clients are among the most satisfied with KPO services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 6.3% of all surveyed clients with 2009 projects.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end KPO investment vendor produces the highest satisfaction rates
Single vendors offering comprehensive research services to corporate clients ranked highest in the overall survey by clients.