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2009 Top Total Benefits Administration Outsourcing Vendors, Black Book Survey 2009 Results
Market Study
Published: February 2010
Pages: For full details, please email keithw@cmsinfo.com
Tables: For full details, please email keithw@cmsinfo.com
From: GBP 1562.50 Buy Now!
Research from: Black Book of Outsourcing
Sector: Business Services & Logistics
In 2009, the Black Book TBA user survey investigated over 1309 contracts held by 323 of the top-spending organizations and conglomerate corporations, and globally evaluated 100 vendors.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria were employed, with each respective vendor scored by client type and ranked on a 0–10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Client relationship and cultural fit and trust/accountability/transparency are the most important attributes influencing TBA clients' satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the TBA industry among top-ranked suppliers
Strong dissatisfaction is uncommon in the TBA outsourcing ranks, occurring in less than 2.1% of US client types, 4.0% of UK clients and 5.3% of international customers. US and global corporations collectively express only a 3.5% dissatisfaction rate.
Key finding: comprehensive TBA services vendor arrangements from a comprehensive/end-to-end TBA vendor produce the highest satisfaction rates
Results from 2009 Black Book Survey. Client relationship and cultural fit and trust/accountability/transparency are the most important attributes influencing TBA client satisfaction with their 2009 outsourcing providers.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria were employed, with each respective vendor scored by client type and ranked on a 0–10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Client relationship and cultural fit and trust/accountability/transparency are the most important attributes influencing TBA clients' satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the TBA industry among top-ranked suppliers
Strong dissatisfaction is uncommon in the TBA outsourcing ranks, occurring in less than 2.1% of US client types, 4.0% of UK clients and 5.3% of international customers. US and global corporations collectively express only a 3.5% dissatisfaction rate.
Key finding: comprehensive TBA services vendor arrangements from a comprehensive/end-to-end TBA vendor produce the highest satisfaction rates
Results from 2009 Black Book Survey. Client relationship and cultural fit and trust/accountability/transparency are the most important attributes influencing TBA client satisfaction with their 2009 outsourcing providers.