2018 Top Engineering Services Outsourcing Vendors

$7,995.00

In 2018, the Black Book ESO industry user survey investigated over 500 contracts held by many of the top-spending organizations and conglomerate corporations worldwide. 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 1-10 scale.

Description

Key findings:

  • Most important customer satisfaction KPIs
    Interfaces/integrations, customization, client relationship and cultural fit and vendor viability are the most important attributes influencing ESO client satisfaction with their 2009 outsourcing providers.
  • Vendor dissatisfaction is uncommon in the ESO industry among top ranked suppliers
    Strong dissatisfaction is uncommon in ESO, occurring in less than 6.4% of US client types, 8.9% of UK clients and 11.0% of international customers. US and global corporations collectively experience only a 4.7% dissatisfaction rate, a slight increase over 2018.
  • Comprehensive services vendor arrangements from a comprehensive/end-to-end ESO vendor produces the highest satisfaction rates