In 2009, the Black Book Investment Management Outsourced Services Industry User Survey investigated nearly 400 contracts held by a thousand user managers.18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0'10 scale per KPI.Each year, Brown-Wilson Group and Black Book Research undertake an annual survey into organizations' satisfaction with their outsourcing service providers.These research results are recognized as the most extensive and representative perception study of outsourcing vendors, validated by over 26,000 respondents from service users around the globe.Over 700 functions and 40 sectors are investigated to determine 'best fit' vendors with multiple industry specifications.Key findingsKey finding: most important customer satisfaction KPIsBest-of-breed technology, trust and reliability are the most important attributes influencing outsourced asset and investment servicing client satisfaction with their 2009 outsourcing providers. BNY Mellon championed both KPIs in 2009.Key finding: vendor dissatisfaction is uncommon in the asset servicing outsourcing industry among top ranked suppliersStrong dissatisfaction is uncommon in this niche sector, occurring in less than 4.5% of diverse collective clientele. UK and US clients are among the most satisfied with asset servicing delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 16.6% of all surveyed clients with 2009 relationships.Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end asset servicing vendor produces the highest satisfaction ratesSingle-vendors offering comprehensive research services to services corporate clients ranked highest in the overall survey by clients. Synopsis Results from 2009 Black Book Outsourcing survey. Best-of-breed technology, reliability and trust are the most important attributes influencing Asset Services Outsourcing client satisfaction with their outsourcing providers. Companies mentioned State Street Corporation, Northern Trust, Bank of New York Mellon, RBC Dexia Investor Services, Fujitsu, Viteos Capital Market, Oracle/Oblix, Cognizant, SEI, Brown Brothers Harriman, Sundram Business Services, JPMorgan, BNP Paribas, ABN Amro, EXL Service, Transunion, Wipro, UBS, Eurobase, HSBC

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2009 Top Asset Servicing Outsourcing Vendors
Published on October 2009
Report Summary
In 2009, the Black Book Investment Management Outsourced Services Industry User Survey investigated nearly 400 contracts held
by a thousand user managers.
18 key performance indicators (KPIs) or criteria are employed, scored on each respective vendor by client type and ranked on a 0'10
scale per KPI.
Each year, Brown-Wilson Group and Black Book Research undertake an annual survey into organizations' satisfaction with their
outsourcing service providers.
These research results are recognized as the most extensive and representative perception study of outsourcing vendors, validated
by over 26,000 respondents from service users around the globe.
Over 700 functions and 40 sectors are investigated to determine 'best fit' vendors with multiple industry specifications.
Key findings
Key finding: most important customer satisfaction KPIs
Best-of-breed technology, trust and reliability are the most important attributes influencing outsourced asset and investment servicing
client satisfaction with their 2009 outsourcing providers. BNY Mellon championed both KPIs in 2009.
Key finding: vendor dissatisfaction is uncommon in the asset servicing outsourcing industry among top ranked suppliers
Strong dissatisfaction is uncommon in this niche sector, occurring in less than 4.5% of diverse collective clientele. UK and US clients
are among the most satisfied with asset servicing delivery. Strong dissatisfaction with offshore outsourcing vendors was less than
16.6% of all surveyed clients with 2009 relationships.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end asset servicing vendor produces the
highest satisfaction rates
Single-vendors offering comprehensive research services to services corporate clients ranked highest in the overall survey by clients.
Synopsis
Results from 2009 Black Book Outsourcing survey. Best-of-breed technology, reliability and trust are the most important attributes
influencing Asset Services Outsourcing client satisfaction with their outsourcing providers.
Companies mentioned
State Street Corporation, Northern Trust, Bank of New York Mellon, RBC Dexia Investor Services, Fujitsu, Viteos Capital Market,
Oracle/Oblix, Cognizant, SEI, Brown Brothers Harriman, Sundram Business Services, JPMorgan, BNP Paribas, ABN Amro, EXL
Service, Transunion, Wipro, UBS, Eurobase, HSBC
Table of Content
Summary 5
Methodology 7
Top 20 ASO Vendors 10
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Stop Light Scoring Key 11
Overview of KPI Leaders 16
Individual Key Performance Indicator Detail 18
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