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Datamonitor Premium Research Reports42 page (8868 word) report
published Aug 17, 2009
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| Abstract: | In 2009, the Black Book Brokerage Process Services Industry user survey investigates over 500 contracts held by 1650 of the top brokerage businesses, investment banks, organizations and conglomerate corporations globally.
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, Reliability and Data Security are the most important attributes influencing Brokerage Process Services client satisfaction with their 2009 outsourcing providers.
?? KEY FINDING: VENDOR DISSATISFACTION IS UNCOMMON IN THE BROKERAGE OUTSOURCING INDUSTRY AMONG TOP RANKED SUPPLIERS
Strong dissatisfaction is uncommon in Enterprise Brokerage Services sector, occurring in less than 3.1% of US client types and UK Firms, 4.5%.
?? KEY FINDING : COMPREHENSIVE BROKERAGE SERVICES VENDOR ARRANGEMENTS FROM A COMPREHENSIVE/END-TO-END BPO VENDOR PRODUCED THE 2009 HIGHEST SATISFACTION RATES
?? KEY FINDING : BROADRIDGE RETAINS TOP RANKING
Evidenced by Broadridge's top customer satisfaction outcomes in 2009 achieving the Black Book top honors for a third consecutive year in Brokerage Services BPO.
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| Brief Excerpt: | ...Figure 1: Comprehensive Brokerage Process Services Outsourcing Vendors are defined as being comprised of four surveyed functions: 16 Figure 2: Key to Raw Scores 17 Figure 3: Color-coded Stop Light Dashboard Scoring Key 18 Figure 4: Raw Score Compilation and Scale of Reference 19 Figure 5: Scoring key 20...
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| Report Type: | Black Book Surveys
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| Industry(ies): | Diversified Services
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| Free Sample: |
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| Format: | | PDF |  |
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| Table of Contents: | Introduction 6
Summary 7
Methodology 9
Top Ranked Functional Areas of Brokerage Services BPO 11 Top 20 Brokerage Services Outsourcing Vendors 15
Stop Light Scoring Key 16
Overview of KPI Leaders 21
Individual Key Performance Indicator Detail 23
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