In 2009, the Black Book ITO life sciences industry user survey investigated over 140 contracts held by 1,200 life sciences agencies and companies globally.
In order to rank the organizations, 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.
Key findings
Key finding: most important customer satisfaction KPIs
Vertical expertise, innovation, customization and reliability are the most important attributes influencing life sciences ITO client satisfaction with 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in the life sciences industry ITO industry among top ranked suppliers
Strong satisfaction is common in this niche ITO sector, occurring in 52.3% of all clients globally.
UK and US clients are among the most satisfied with life sciences ITO services delivery, with 79.4% reporting high vendor approval. Strong dissatisfaction with offshore outsourcing vendors was 13% of all surveyed clients with 2009 projects, significantly higher than European and US vendors, with less than 3.8% strongly dissatisfied.
Key finding: comprehensive services vendor arrangements from a comprehensive/end-to-end life sciences ITO vendor produces the highest satisfaction rates
Single-vendors offering comprehensive research services to services corporate clients ranked highest in the overall survey by clients.