In 2009, the Black Book RPO Industry user survey investigated over 600 contracts held by nearly 2500 of the top spending organizations and conglomerate corporations globally.
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
Scalability, Client Adaptability, Flexible Pricing and Marginal Value Adds are the five most important attributes influencing RPO client satisfaction with their 2009 outsourcing providers.
Key Finding: Vendor Dissatisfaction in the current economic marketplace is uncommon in the Recruitment Services Outsourcing Industry among Top Ranked Suppliers
Strong dissatisfaction is uncommon in the recruitment process outsourcing, occurring in less than 6.6% of US client types, 10.3% of UK clients and 14.4% of International customers. US and Global corporations collectively experience only a 4.3% dissatisfaction rate.
Key Finding: Highest Satisfaction in RPO Functional Subsets achieved by Comprehensive RPO Vendors
 

Introduction 5 Summary 7

Methodology 10

Top 20 RPO Vendors 12

Stop Light Scoring Key 13

Overview of KPI Leaders 14

Individual Key Performance Indicator Detail 20

Companies Mentioned
Adecco RPO, Spherion, PeopleScout, Alexander Mann, Accolo, Future Step, Beeline RPO, Novotus, Select International, The Right Thing, RPO Worldwide, Talent2, Manpower, Kelly - HR First, Yoh HR, Volt Services, Ancons International, Kenexa, Pinstripe, Hyrian

Keywords
Recruitment, process, outsourcing, vendors, re-engineering, full, cycle, recruiting, third, party, provider, service, management, technology, data, human, resources, deployment, RPO, outsource