One of the most comprehensive studies of outsourcing vendors and validated by over 1,400 users around the globe, each year Brown-Wilson Group and Black Book Research conduct a survey of buyer/user organizationsâ satisfaction with their outsourcing services providers. Respondentsâ assessments of client service and satisfaction are among the primary criteria in the evaluation of ranked providers, which includes 26 management criteria and 18 operational excellence key performance indicators. The results are valued by industry service providers as a benchmarking tool to validate their competitive edge against their peers, and are used extensively by prospective clients and end-users in the market for service providers that can help them cut costs, enhance profitability and streamline operations.
âWe are honored to be chosen as the top overall brokerage process service provider for 2008 by The Black Book of Outsourcing,â said John Hogan, President and Chief Operating Officer, Broadridge. âClient satisfaction is a central tenet in our corporate mission and we consistently strive to deliver superior levels of performance and value to our clients every day. We especially value industry recognition that comes from our clientsâ evaluations of our offerings and service. We believe this award is a testament to the efforts of our associates worldwide. They work to ensure that our technology solutions and our commitment to service enables our clients to realize their business objectives,â Mr. Hogan added.
Of the 52 global brokerage process services providers ranked, Broadridge earned the #1 spot overall. All providers were also ranked within 18 sub-categories known as the âOperational Excellence Key Performance Indicators.â Broadridge achieved the #1 spot in 14 of these 18 sub-categories, including: Client Relationship and Cultural Fit, Customization, Reliability, Marginal Value Adds, Viability and Support and Customer Care. For each of the 18 sub-categories, Broadridge received a rating of âOverwhelming SatisfactionâExceeds ExpectationsâHighly Recommend Vendor.â No other vendor included in the survey received such exceptional ratings across multiple categories.
Mr. Hogan views these results as an acknowledgment of past successes, but also as a predictor of Broadridgeâs ability to serve clientsâ needs in even more profound ways in the future. ââThe Black Book of Outsourcing rating reaffirms our belief that client-centricity is essential to our clientsâ success as well as to our own, both now and in the future. Our goal is to continue to set the standard for the industry in terms of our client service and technology offerings,â Mr. Hogan said.