| Abstract: | In 2009, the Black Book BPO: Retail/CPG Industry user survey investigated over 350 contracts held by 1,600 of the retailers, food and drug merchandisers, general merchandisers, discount stores, department stores, store chains, vertically integrated retailers and non-store retailers such as internet stores 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
Implementation, Innovation, Customization and Reliability are the most important attributes influencing Retail/CPG BPO and ITO client satisfaction with their 2009 outsourcing providers.
Key Finding: Vendor Dissatisfaction is uncommon in the Retail/CPG Industry IT Outsourcing and Business Process Outsourcing Industry among Top Ranked Suppliers
Strong dissatisfaction is uncommon in this Retail Vertical Niche BPO sector occurring in only 6.8% of Store Industry client types and 2.2% in Non-Store Industry clients types globally.
Among Retail/CPG Industry IT Outsourcing, strong approval for the top four vendors was reported among 95.8% of their current client base.
US and Asian clients are among the most satisfied with Retail/CPG industry outsourcing services delivery. Domestic Indian retailers are also reporting high satisfaction with regional vendors. Strong dissatisfaction with offshore outsourcing vendors was less than 6% of all surveyed clients with 2009 projects.
Key Finding: Comprehensive Services Vendor Arrangements from a Comprehensive/End-To-End Retail/CPG Industry ITO and BPO Vendor produces the Highest Satisfaction Rates
Single-vendors offering bundled, comprehensive research services to services corporate clients ranked highest in the overall survey by clients. Tata Consultancy Services excelled in both sections, as well as together as a bundled Retail/CPG industry ITO/BPO supplier.
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