In 2009, the Black Book Facilities Management user survey investigated over 400 contracts held by over 900 of the user clients globally.
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
Reliability, client relations, scalability and training are the most important attributes influencing facilities management clients' satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the facilities management industry among top ranked suppliers
Strong satisfaction is common in this niche business process outsourcing sector, occurring in 73.8% of all clients globally.
US clients are among the most satisfied with the outsourced facilities management services delivery, with 77.2% reporting high vendor approval. UK and Australian clients followed, with 70.2% and 68.7% respectively.
Key finding: comprehensive services facilities management arrangements from web based vendors score the highest satisfaction rates with us small and midsized business
Over 20% of small and midsized businesses are most satisfied with current facilities management services.
The retention of current facilities management vendors is most threatened in 2010 by the 14.4% of multi-site, corporate and global location services buyers who are considering replacing their incumbent supplier. 52.3% of recession-affected small and mid-sized businesses report a strong likelihood that they will modify their current vendor relationship in the coming twelve months.
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Report Table of Contents:
INTRODUCTION 5
SUMMARY 6
Survey overview 6
Key findings 6
Facilities management - top honors overall 2009 6
Facilities management - top vendor by function 2009 6
BLACK BOOK METHODOLOGY 8
How the data sets are collected 8
Understanding the statistical confidence of Black Book data 8
Who participates in the Black Book ranking process 9
Facilities management vendor rankings and results, 2009 9
HIGH GROWTH PREDICTED IN FACILITIES MANAGEMENT OUTSOURCING through 2010""12 10
TOP 20 FACILITIES MANAGEMENT VENDORS 11
STOP LIGHT SCORING KEY 12
Operational excellence of facilities management vendors 12
OVERALL KPI LEADERS 17
Top score per individual criteria 17
Outsourcing vendors with most top individual criteria scores 18
INDIVIDUAL KEY PERFORMANCE 19
APPENDIX 38
Orbys consulting 38
Disclaimer 38
About Black Book of Outsourcing
BBoO provides the industry's only recognized unbiased client satisfaction resource. Their reports aim to help both customer and provider deal with the root cause of relationship issues through the use of standard industry satisfaction measures. Aggregate customer satisfaction measurement is critical to gauge the entire effectiveness of global outsourcing service implementation and execution. View more research from Black Book of Outsourcing at http://www.fastmr.com/
About Fast Market Research
Fast Market Research is an online aggregator and distributor of market research and business information. We represent the world's top research publishers and analysts and provide quick and easy access to the best competitive intelligence available.
For more information about these or related research reports, please visit our website at http://www.fastmr.com or call us at 1.800.844.8156.
