| In 2009, the Black Book APO Industry user survey | | | | most important attributes influencing APO client |
| investigates over 500 contracts held by 1500 of the | | | | satisfaction with their 2009 outsourcing providers. |
| top spending organizations and conglomerate | | | | Key Finding: Vendor Dissatisfaction is uncommon in the |
| corporations globally. | | | | AP Process Outsourcing Industry among Top Ranked |
| 18 Key Performance Indicators (KPIs) or criteria are | | | | Suppliers |
| employed, scored on each respective vendor by client | | | | Strong dissatisfaction is uncommon in the Finance |
| type and ranked on a 0-10 scale per KPI. | | | | & Accounting sector of Accounts Payable, |
| Key Findings | | | | occurring in less than 7.5% of US client types, 10.3% of |
| Key Finding: Most Important Customer Satisfaction | | | | UK clients and 10.8% of International customers. US |
| KPIs | | | | and Global corporations collectively experience only a |
| Client Relationship & Cultural Fit and Trust are the | | | | 6.8% dissatisfaction rate. |