| 18 Key Performance Indicators (KPIs) or criteria are | | | | Within the Travel Industry IT Outsourcing, strong |
| employed, scored on each respective vendor by client | | | | approval for the top four vendors was reported |
| type and ranked on a 0-10 scale per KPI. | | | | among 92.7% of their current client base. |
| Key Findings | | | | US and Asian clients are among the most satisfied |
| Key Finding: | | | | with travel industry outsourcing services delivery. |
| Most Important Customer Satisfactions KPIs | | | | Strong dissatisfaction with offshore outsourcing |
| Innovation, Customization and Reliability are the most | | | | vendors was less than 6% of all surveyed clients with |
| important attributes influencing Travel BPO and ITO | | | | 2009 projects. |
| client satisfaction with their 2009 outsourcing providers. | | | | Key Finding: Comprehensive Services Vendor |
| Key Finding: Vendor Dissatisfaction is uncommon in the | | | | Arrangements from a comprehensive/end-to-end |
| Travel Industry IT Outsourcing and Business Process | | | | Travel Industry ITO and BPO Vendor produces the |
| Outsourcing Industry among Top Ranked Suppliers | | | | highest satisfaction rates |
| Strong dissatisfaction is uncommon in this Vertical | | | | Single-vendors offering bundled, comprehensive |
| Niche BPO sector, occurring in only 5.5% of Passenger | | | | research services to corporate clients ranked highest |
| Sector Industry client types, 4.8% in the Infrastructure | | | | in the overall survey. NIIT Technologies excelled in both |
| Sector, 7.2% in the Hospitality Sector and 8.9% in the | | | | sections, as well as together as a bundled travel |
| Freight and Logistics clients globally. | | | | industry ITO/BPO supplier. |