| 2009 Top Engineering Services Outsourcing Vendors, | | | | KPIs |
| Black Book Survey 2009 Results | | | | Interfaces/integrations, customization, client |
| | | | | relationship and cultural fit and vendor viability are the |
| The survey investigated over 500 contracts held by | | | | most important attributes influencing ESO client |
| many of the top-spending organizations and | | | | satisfaction with their 2009 outsourcing providers. |
| conglomerate corporations worldwide. In order to rank | | | | Key finding: vendor dissatisfaction is uncommon in |
| the organizations, 18 key performance indicators (KPIs) | | | | the ESO industry among top ranked suppliers |
| or criteria are employed, scored on each respective | | | | Strong dissatisfaction is uncommon in ESO, occurring |
| vendor by client type and ranked on a 1–10 scale. ( ) | | | | in less than 6.4% of US client types, 8.9% of UK clients |
| | | | | and 11.0% of international customers. US and global |
| Key findings | | | | corporations collectively experience only a 4.7% |
| Key finding: most important customer satisfaction | | | | dissatisfaction rate, a slight increase over 2009. |