| 2009 Top Total Benefits Administration | | | | Key findings |
| Outsourcing Vendors, Black Book Survey 2009 | | | | Key finding: most important customer |
| Results | | | | satisfaction KPIs |
| | | | | Client relationship and cultural fit and trust |
| In 2009, the Black Book TBA user survey | | | | accountability/transparency are the most |
| investigated over 1309 contracts held by 323 of | | | | important attributes influencing TBA clients'' |
| the top-spending organizations and conglomerate | | | | satisfaction with their 2009 outsourcing providers. |
| corporations, and globally evaluated 100 vendors. ( | | | | Key finding: vendor dissatisfaction is uncommon |
| ) | | | | in the TBA industry among top-ranked suppliers |
| | | | | Strong dissatisfaction is uncommon in the TBA |
| In order to rank the organizations, 18 key | | | | outsourcing ranks, occurring in less than 2.1% of |
| performance indicators (KPIs) or criteria were | | | | US client types, 4.0% of UK clients and 5.3% of |
| employed, with each respective vendor scored by | | | | international customers. US and global corporations |
| client type and ranked on a 0–10 scale per | | | | collectively express only a 3.5% dissatisfaction |
| KPI. | | | | rate. |
| | | | | |