| In 2009, the Black Book RPO Industry user survey | | | | attributes influencing RPO client satisfaction with their |
| investigated over 600 contracts held by nearly 2500 | | | | 2009 outsourcing providers. |
| of the top spending organizations and conglomerate | | | | Key Finding: Vendor Dissatisfaction in the current |
| corporations globally. | | | | economic marketplace is uncommon in the |
| 18 Key Performance Indicators (KPIs) or criteria are | | | | Recruitment Services Outsourcing Industry among Top |
| employed, scored on each respective vendor by client | | | | Ranked Suppliers |
| type and ranked on a 0-10 scale per KPI. | | | | Strong dissatisfaction is uncommon in the recruitment |
| Key Findings | | | | process outsourcing, occurring in less than 6.6% of US |
| Key Finding: Most Important Customer Satisfaction | | | | client types, 10.3% of UK clients and 14.4% of |
| KPIs | | | | International customers. US and Global corporations |
| Scalability, Client Adaptability, Flexible Pricing and | | | | collectively experience only a 4.3% dissatisfaction rate. |
| Marginal Value Adds are the five most important | | | | |