In 2009, the Black Book BPO Travel Industry user survey investigates over 240 contracts held by 1320 of the top airlines, travel agencies, airports, hotel chains, cargo companies and other travel 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 Satisfactions KPIs

Innovation, Customization and Reliability are the most important attributes influencing Travel BPO and ITO client satisfaction with their 2009 outsourcing providers.

Key Finding: Vendor Dissatisfaction is uncommon in the Travel Industry IT Outsourcing and Business Process Outsourcing Industry among Top Ranked Suppliers

Strong dissatisfaction is uncommon in this Vertical Niche BPO sector, occurring in only 5.5% of Passenger Sector Industry client types, 4.8% in the Infrastructure Sector, 7.2% in the Hospitality Sector and 8.9% in the Freight and Logistics clients globally.

Within the Travel Industry IT Outsourcing, strong approval for the top four vendors was reported among 92.7% of their current client base.

US and Asian clients are among the most satisfied with travel industry outsourcing services delivery. Strong dissatisfaction with offshore outsourcing vendors was less than 6% of all surveyed clients with 2009 projects.

Key Finding: Comprehensive Services Vendor Arrangements from a comprehensive/end-to-end Travel Industry ITO and BPO Vendor produces the highest satisfaction rates

Single-vendors offering bundled, comprehensive research services to corporate clients ranked highest in the overall survey. NIIT Technologies excelled in both sections, as well as together as a bundled travel industry ITO/BPO supplier.

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