In 2009, the Black Book Facilities Management user survey investigated over 400 contracts held by over 900 of the user clients globally.In order to rank the organizations, 18 key performance indicators (KPIs) or criteria were employed, with each respective vendor scored by client type and ranked on a 0'10 scale per KPI.Key findingsKey finding: most important customer satisfaction KPIsReliability, client relations, scalability and training are the most important attributes influencing facilities management clients' satisfaction with their 2009 outsourcing providers.Key finding: vendor dissatisfaction is uncommon in the facilities management industry among top ranked suppliersStrong satisfaction is common in this niche business process outsourcing sector, occurring in 73.8% of all clients globally.US clients are among the most satisfied with the outsourced facilities management services delivery, with 77.2% reporting high vendor approval. UK and Australian clients followed, with 70.2% and 68.7% respectively.Key finding: comprehensive services facilities management arrangements from web based vendors score the highest satisfaction rates with us small and midsized business Over 20% of small and midsized businesses are most satisfied with current facilities management services. The retention of current facilities management vendors is most threatened in 2010 by the 14.4% of multi-site, corporate and global location services buyers who are considering replacing their incumbent supplier. 52.3% of recession-affected small and mid-sized businesses report a strong likelihood that they will modify their current vendor relationship in the coming twelve months.

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2009 Top Integrated Facilities Management Outsourcing Vendors,
Black Book Survey 2009 Results
Published on March 2010
Report Summary
In 2009, the Black Book Facilities Management user survey investigated over 400 contracts held by over 900 of the user clients
globally.
In order to rank the organizations, 18 key performance indicators (KPIs) or criteria were employed, with each respective vendor
scored by client type and ranked on a 0'10 scale per KPI.
Key findings
Key finding: most important customer satisfaction KPIs
Reliability, client relations, scalability and training are the most important attributes influencing facilities management clients'
satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the facilities management industry among top ranked suppliers
Strong satisfaction is common in this niche business process outsourcing sector, occurring in 73.8% of all clients globally.
US clients are among the most satisfied with the outsourced facilities management services delivery, with 77.2% reporting high
vendor approval. UK and Australian clients followed, with 70.2% and 68.7% respectively.
Key finding: comprehensive services facilities management arrangements from web based vendors score the highest satisfaction
rates with us small and midsized business
Over 20% of small and midsized businesses are most satisfied with current facilities management services.
The retention of current facilities management vendors is most threatened in 2010 by the 14.4% of multi-site, corporate and global
location services buyers who are considering replacing their incumbent supplier. 52.3% of recession-affected small and mid-sized
businesses report a strong likelihood that they will modify their current vendor relationship in the coming twelve months.
Table of Content
INTRODUCTION 5
SUMMARY 6
Survey overview 6
Key findings 6
Facilities management ' top honors overall 2009 6
Facilities management ' top vendor by function 2009 6
BLACK BOOK METHODOLOGY 8
How the data sets are collected 8
Understanding the statistical confidence of Black Book data 8
Who participates in the Black Book ranking process 9
Facilities management vendor rankings and results, 2009 9
HIGH GROWTH PREDICTED IN FACILITIES MANAGEMENT OUTSOURCING through 2010'12 10
TOP 20 FACILITIES MANAGEMENT VENDORS 11
STOP LIGHT SCORING KEY 12
Operational excellence of facilities management vendors 12
2009 Top Integrated Facilities Management Outsourcing Vendors, Black Book Survey 2009 Results Page 1/4

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OVERALL KPI LEADERS 17
Top score per individual criteria 17
Outsourcing vendors with most top individual criteria scores 18
INDIVIDUAL KEY PERFORMANCE 19
APPENDIX 38
Orbys consulting 38
Disclaimer 38
Companies mentioned
Aramark, CB Richard Ellis, ABM Industries Inc, Sodexo, Linc Facility Services, Service Management Systems, Facility Maintenance
Services Inc, ISS, Barton Malow, Fluor, Emcor, URS Corp, Cushman Wakefield, Unicco, Wilson 5 Service Company, Johnson
Controls, CH2M Hill IDC, USI Building Services Corp, Crothall Services Group, FBG Service Corp
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