Each year, the Brown-Wilson Group and Black Book Research undertake an annual survey into organizations' satisfaction with their outsourcing service providers.

This research is 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 140 functions and sectors are investigated to determine “best fit” vendors with industry specifications. Of these, the IT industry is ultimately the most complex in terms of needs, client essentials, data demands, regulation, legislation, revenue models, market sizes, geographies, core and non-care functions, and outsourcing niche vendors.

The marketplace results of this comprehensive research study are used by:

• Current ITO clients, to compare other users’ experiences with similar and competitive industry vendors in the midmarket space.
• Prospective outsourcing clients, to long-list vendors in the request for information (RFI) stages or contrast final-cut vendors in selection stages.
• Investors, venture capital firm, analysts, advisors and bankers when making financing decisions.
• Media and press, to recognize IT industry outsourcing trends as collected from client ballots.
• Most service providers, to inform their go-to-market strategies, assess their perceived strengths and weaknesses, educate their staff, communicate to a wider market, and fine-tune their improvement and marketing position programs.

The end-user groups that participate use the data as a tool to benchmark their own satisfaction compared to that of other IT service providers. The data also provide them with the opportunity to understand the perceived strengths and weaknesses of their service providers compared to the market at large.