New Market Research Report: 2009 Top HRO Payroll Vendors, Black Book Survey 2009 Results

June 2, 2010 - PRLog -- In 2009, the Black Book HRO payroll user survey investigated over 210 contracts held by 1,300 global employers. 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 0-10 scale per KPI.

Key findings

Key finding: most important customer satisfaction KPIs

Reliability, vertical expertise, client relations, scalability and best of breed technology are the most important attributes influencing payroll clients' satisfaction with their 2009 outsourcing providers.  

Key finding: vendor dissatisfaction is uncommon in payroll BPO among top-ranked suppliers

Strong satisfaction is common in this niche BPO sector, occurring in 73.8% of all clients globally. UK and US clients are among the most satisfied with outsourced payroll services delivery, with 86.1% reporting high vendor approval. Strong dissatisfaction with offshore outsourcing vendors was recorded among 17.3% of all surveyed clients with 2009 projects, significantly higher than in Europe and the US, where less than 5.3% were strongly dissatisfied.

Key finding: comprehensive payroll services arrangements from web-based vendors score the highest satisfaction rates with small and midsized business

The vast majority (94.5%) of small and midsized businesses are satisfied with their current payroll services. However, this figure is much lower among multi-site, corporate and global location services buyers, 24.4% of which are considering replacing their incumbent supplier. Only 5.2% of small businesses stated a strong desire to modify their current vendor relationship in the coming 12 months.

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Report Table of Contents:

INTRODUCTION 5
10 Reasons to outsource payroll 6
SUMMARY 7
Survey overview 7
Key findings 7
HRO payroll "ì top honors overall 2009 7
HRO payroll "ì top vendor by function 2009 7
BLACK BOOK METHODOLOGY 9
How the data sets are collected 9
Understanding the statistical confidence of Black Book data 9
Who participates in the Black Book ranking process 10
HRO payroll vendor rankings and results 2009 10
HIGH GROWTH PREDICTED IN HRO PAYROLL THROUGH 2011"ì2012 11
TOP 20 HRO PAYROLL VENDORS 12
STOP LIGHT SCORING KEY 13
Operational excellence of HRO payroll vendors 13
OVERALL KPI LEADERS 18
Top score per individual criteria 18
Outsourcing vendors with most top individual criteria scores 19
INDIVIDUAL KEY PERFORMANCE 20
APPENDIX 39
Orbys consulting 39
Disclaimer 39

About Black Book of Outsourcing

BBoO provides the industry‚Äôs 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/catalog/publishers.aspx?pubid=1018

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.