In 2009, the Black Book BI data warehousing industry IT outsourcing (ITO) user survey investigated over 258 contracts held by ITO users.
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
Client relationship and cultural fit, innovation, reliability and data backup/security are the most important attributes influencing BI and data warehousing services clients” satisfaction with their 2009 outsourcing providers.
Key finding: vendor dissatisfaction is uncommon in BI/DW outsourcing among top-ranked suppliers
Strong dissatisfaction is uncommon in end-to-end BI and data warehousing IT vendors, occurring in less than 2.5% of US client types and 7.7% of UK and European customers.
Key finding: BI/DW services vendor arrangements from a comprehensive/end-to-end ITO niche vendor produced the highest satisfaction rates in 2009
Full-service BI/DW/decision support and enterprise reporting vendors attained the top client experience and satisfaction ranking in 2009. The top three performers, Oracle, IGate and Accenture, championed customer satisfaction and top honors in the individual functions of BI/DW as well.
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