Source: https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/appendices/appendix-c-tables-and-the-indicators-behind-them/ Author: Phil Hatch Publisher: Akholi Appendix C: Tables and the Indicators Behind Them The 2026 Report · Appendices # Appendix C: Tables and the Indicators Behind Them Source indicators and answering bases supporting the numbered exhibits By Phil Hatch · Akholi · Version 1.8.2 Complete study · PDFAppendices · PDFStudy overview / Appendices / Appendix C: Tables and the Indicators Behind Them Each table and figure of the report is listed in Appendix C with the indicators it draws on and its base. Where one base covers the whole exhibit, Appendix C gives it. Where the base differs from row to row, the exhibit prints it beside each figure. From any table or figure, a reader can move to the companion analyses that hold the full statistics behind it. Where a table combines several indicators, each indicator is listed. Table 35. Tables and figures of the report and the indicators behind them | Exhibit | Title | Where reported | Indicators | Base | | --- | --- | --- | --- | --- | | Figure 1 | Mean indicator rating of the five failure categories | Introduction, 3 | Study: cancellation, Analysis: Active Engagements, Study: customer satisfaction, Analysis: Measured Return, C051, Study: disclosure, Study: intent to leave, C148, C144, C150, C078, C008, C126, C104, C103, Study: engagement indicator mean | Given in the exhibit | | Figure 2 | Respondents by role and engagements by lifecycle stage | Introduction, 4.1 | Study: roles, Study: lifecycle, Study: outsourcing type, Study: class of work, Study: institution type, Study: vendor type, Study: delivery location | n = 850 respondents | | Figure 3 | Engagements by status and lifecycle stage | Introduction, 4.1.3 | Study: lifecycle | n = 150 engagements | | Figure 4 | Engagements by outsourcing model | Introduction, 4.1.4 | Study: outsourcing type | n = 150 engagements | | Figure 5 | Engagements by type of financial institution | Introduction, 4.1.5 | Study: institution type | n = 150 engagements | | Figure 6 | Engagements by process family | Introduction, 4.1.6 | Study: process families | n = 150 engagements | | Table 1 | The five manual alteration methods | Introduction, 4.6.1 | C199, C205, C211, C055, C191, C192 | Given in the exhibit | | Figure 1.1 | Cancellation rate by lifecycle stage against the study-set rate | Part 1, 1.1 | Study: lifecycle, Field: Engagement Phase, C036 | n = 150 engagements | | Figure 1.2 | Composition of the 150 engagements by cancellation and rated risk | Part 1, 2 | Study: cancellation, Analysis: Active Engagements, C039, Measure: Cancellation | Given in the exhibit | | Figure 1.3 | Engagements by recorded customer satisfaction | Part 1, 3.1 | Measure: Satisfaction, C048 | Given in the exhibit | | Figure 1.4 | Cancellation rate by engagement indicator quintile | Part 1, 4.2 | Analysis: Four Measures, Analysis: Mean Quintiles, Analysis: Active Engagements | n = 150 engagements | | Table 2 | The study measures by engagement indicator quintile | Part 1, 4.2.2 | Analysis: Mean Quintiles | Given in the exhibit | | Table 3 | Structural attributes against the four core study measures | Part 1, 5 | C031, Field: Bank Type, C032, C033, Field: Use Case, C044, C045, C046, C062, C063, C064, C065, C066, C067, C068, C076, C077, C079, C040, C041, C042 | Given in the exhibit | | Table 4 | The four core study measures by type of financial institution | Part 1, 5.1.1 | Field: Bank Type, Study: cancellation, Study: customer satisfaction, Study: engagement indicator mean, Study: intent to leave | n = 150 engagements | | Table 5 | The four core study measures by outsourcing model | Part 1, 5.3.1 | C032, Field: Outsourcing Type, Study: cancellation, Study: customer satisfaction, Study: engagement indicator mean, Study: intent to leave | n = 150 engagements | | Table 6 | The four core study measures by class of work | Part 1, 5.3.2 | C033, Field: Class of Work, Study: cancellation, Study: customer satisfaction, Study: engagement indicator mean, Study: intent to leave | n = 150 engagements | | Table 7 | The four core study measures by process family | Part 1, 5.3.3 | Field: Use Case (process family), Study: cancellation, Study: customer satisfaction, Study: engagement indicator mean, Study: intent to leave | n = 150 engagements | | Table 8 | The four core study measures by pricing model | Part 1, 5.4.1 | C044, Study: cancellation, Study: customer satisfaction, Study: engagement indicator mean, Study: intent to leave | n = 107 engagements | | Table 9 | The four core study measures by vendor type | Part 1, 5.5.1 | C076, Study: cancellation, Study: customer satisfaction, Study: engagement indicator mean, Study: intent to leave | n = 150 engagements | | Table 10 | The five failure categories ranked by mean rating | Part 2, 1 | Study: engagement indicator mean | Given in the exhibit | | Figure 2.1 | Share of answers in the distressed range, by failure category | Part 2, 1.1 | Study set (no single indicator) | Given in the exhibit | | Table 11 | Mean rating of each failure category by engagement status, lifecycle stage and respondent role | Part 2, 1.1 | Study set (no single indicator) | Given in the exhibit | | Table 12 | The indicators of financial institution readiness, from the lowest mean rating | Part 2, 2 | C114 | Given in the exhibit | | Figure 2.2 | Share of answers in the distressed range, the four data indicators | Part 2, 2.1 | C094, C095, C096, C097 | Given in the exhibit | | Table 13 | The indicators of co-management, from the lowest mean rating | Part 2, 3 | C156 | Given in the exhibit | | Figure 2.3 | Written responses on the scrutiny of agent output, by sentiment score | Part 2, 3.4.3 | C149 | Given in the exhibit | | Table 14 | The indicators of vendor capability, from the lowest mean rating | Part 2, 4 | C093, C135 | Given in the exhibit | | Table 15 | The indicators of AI technology, from the lowest mean rating | Part 2, 5 | C177 | Given in the exhibit | | Table 16 | The indicators of the third-party ecosystem, from the lowest mean rating | Part 2, 6 | C198 | Given in the exhibit | | Figure 3.1 | Share of answers in the distressed range, the 19 governance indicators | Part 3, 1 | C110, C111, C112, C136, C137, C138, C139, C140, C141, C142, C143, C144, C145, C146, C147, C148, C149, C150, C154 | Given in the exhibit | | Table 17 | Respondents by role | Part 4, 1.1.1 | C005, Study: roles, Study: intent to leave | Given in the exhibit | | Figure 4.1 | Mean years of career experience and of agentic AI experience, by respondent role | Part 4, 1.3 | C007, C008, C011 | Given in the exhibit | | Table 18 | Professional certifications reported by respondents | Part 4, 1.5.1 | C015 | Given in the exhibit | | Table 19 | AI certifications reported by respondents | Part 4, 1.5.2 | C016 | Given in the exhibit | | Table 20 | Sources of AI knowledge reported by respondents | Part 4, 1.5.3 | C017 | Given in the exhibit | | Table 21 | The five manager indicators | Part 4, 2.1 | C080, C081, C082, C085, C086 | Given in the exhibit | | Table 22 | Trust in and care from the financial institution | Part 4, 4.1 | C069, C070, C074, C075 | Given in the exhibit | | Table 23 | Trust in and care from the employer | Part 4, 4.4 | C087, C088, C089, C090, C092 | Given in the exhibit | | Figure 4.2 | Share of intent-to-leave ratings in the distressed range, by engagement status and lifecycle stage | Part 4, 5.1 | C019, C021 | Given in the exhibit | | Figure 5.1 | Respondents reporting each directly counted manual alteration method | Part 5, 1 | C199, C205, C211, C203, C209, C215 | Given in the exhibit | | Table 24 | Cancellation by the answer assigned to each engagement on each counted method | Part 5, 1 | C199, C205, C211, C203, C209, C215 | Given in the exhibit | | Figure 5.2 | Share of respondents reporting each manual alteration, by respondent role | Part 5, 2 | Analysis: Alterations by Role, Analysis: Manager Alterations, Study: disclosure | Given in the exhibit | | Table 25 | Respondents answering True on each counted question, by role | Part 5, 2.1.1 | Analysis: Alterations by Role | Given in the exhibit | | Table 26 | Disclosure of the alterations by role, summed across the three paired questions | Part 5, 2.2.1 | Analysis: Manager Alterations | Given in the exhibit | | Table 27 | Respondents answering True on each counted method, by indicator quintile | Part 5, 2.3 | Study: alteration by indicator quintile | Given in the exhibit | | Table 28 | Indicators named most in the reasons for each counted method | Part 5, 3.4 | C094, C108, C109, C100, C159, C157 | Given in the exhibit | | Figure 5.3 | Manual alterations discussed with vendor management and with the financial institution | Part 5, 4 | Study: disclosure, C200, C206, C212, C201, C207, C213 | Given in the exhibit | | Table 29 | Disclosure of manual alteration to the financial institution | Part 5, 4.2 | Study: disclosure, C201, C207, C213 | Given in the exhibit | | Table 30 | Obligations named in the most answers as governing the engagement | Part 5, 6.1 | C056 | Given in the exhibit | | Table 31 | The seven immediate actions and the primary findings on which each rests | Part 6, 1 | Study set (no single indicator) | Given in the exhibit | | Table 32 | The program at a glance, with what reaches the board at the end of each block | Part 6, 2 | Study set (no single indicator) | Given in the exhibit | ← Appendix B: Indicator InventoryAppendix D: Method → ## Statistical analyses referenced in this paper - [C051](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c051/) - [C148](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c148/) - [C144](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c144/) - [C150](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c150/) - [C078](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c078/) - [C008](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-4-c008/) - [C126](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c126/) - [C104](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c104/) - [C103](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c103/) - [C199](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-5-c199/) - [C205](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-5-c205/) - [C211](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-5-c211/) - [C191](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c191/) - [C192](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-2-c192/) - [C036](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c036/) - [C039](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c039/) - [C048](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c048/) - [C031](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c031/) - [C032](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c032/) - [C033](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c033/) - [C044](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c044/) - [C045](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c045/) - [C046](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c046/) - [C062](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c062/) - [C063](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c063/) - [C064](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c064/) - [C065](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c065/) - [C066](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c066/) - [C067](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c067/) - [C068](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c068/) - [C076](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c076/) - [C077](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c077/) - [C079](https://akholi.com/outsourcing-2026-agentic-ai-tier-1-banks/study-data/part-1-c079/) - 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