What type of company is your employer?

IT services major was the most common employer type among respondents (316 of 793 respondents, 39.85%), and Pure-play agentic AI firm was the least common (75 of 793 respondents, 9.46%). Cancellation was lowest for IT services major (32.20% canceled, n = 59 engagements) and highest for BPO specialist (45.95% canceled, n = 37 engagements), with no difference under test (chi-square 2.02, p 0.731, Cramer’s V 0.12, n = 150 engagements). Customer satisfaction on active engagements ranged from BPO specialist at the low end (mean 60.9, n = 20 engagements) to Boutique or specialist provider at the high end (mean 67.3, n = 10 engagements), with no difference under test (Welch F 0.76, p 0.524, omega squared −0.004, n = 85 engagements). The engagement indicator mean was lowest for BPO specialist (mean 3.7, n = 37 engagements) and highest for Consulting firm (mean 4.3, n = 23 engagements), with no difference under test (Welch F 0.74, p 0.573, omega squared −0.006, n = 150 engagements). Intent to leave was highest for BPO specialist (mean 7.1, n = 37 engagements), with no difference under test (Welch F 0.31, p 0.872, omega squared −0.018, n = 150 engagements). The answer mix differed after Holm control by outsourcing model (chi-square 101.14, Holm p < 0.001, Cramer’s V 0.47) and by process family (chi-square 39.59, Holm p 0.003, Cramer’s V 0.28).

A categorical answer has no engagement mean. Each engagement took its respondents’ plurality answer, and tied engagements were left out. An answer was assigned to 150 of 150 engagements.

Distressed is not applicable, because the answer has no good or bad end on a scale.

Shares are of the answered respondents in each row, which is the base beside them. A row under 10 prints counts in place of shares.

Engagement families were tested on engagement answers, and respondent role and vendor type were tested on respondents. Outsourcing model differed in the answer mix after Holm control (chi-square 101.14, Holm p < 0.001, Cramer’s V 0.47). Process family differed in the answer mix after Holm control (chi-square 39.59, Holm p 0.003, Cramer’s V 0.28). No difference held after Holm control for institution type, class of work, engagement status and lifecycle stage and respondent role.

The share of engagements canceled on the study date, measured at engagement level (base 150 engagements, 56 canceled). The association is a descriptive contrast, inflated because canceled engagements were rated after cancellation, and is not predictive.

The measure by the engagement’s assigned answer.

The test across answer levels, in the study set and inside each segment. Levels under 10 engagements were left out of each test.

Cancellation in the study set did not differ across answer levels (chi-square 2.02, p 0.731, n = 150 engagements).

The satisfaction score recorded against each engagement on a 100-point scale. The primary estimate uses the 94 active engagements. A descriptive contrast uses all 150 engagements.

The measure by the engagement’s assigned answer.

The test across answer levels, in the study set and inside each segment. Levels under 10 engagements were left out of each test.

The measure in the study set did not differ across answer levels (Welch F 0.76, p 0.524, n = 85 engagements). The clean estimate ran inside active engagements only.

The mean of an engagement’s 100 indicator ratings, measured at engagement level (base 150 engagements). Where this indicator is one of the 100, the mean is recomputed without it.

The measure by the engagement’s assigned answer.

The test across answer levels, in the study set and inside each segment. Levels under 10 engagements were left out of each test.

The measure in the study set did not differ across answer levels (Welch F 0.74, p 0.573, n = 150 engagements).

The respondent’s stated likelihood of leaving the current job within 12 months, rated 1 to 10 (C019). Measured at respondent level on up to 798 respondents, with the engagement-level form reported alongside.

The measure by the engagement’s assigned answer.

The test across answer levels, in the study set and inside each segment. Levels under 10 engagements were left out of each test.

The measure in the study set did not differ across answer levels (Welch F 0.31, p 0.872, n = 150 engagements).

Steiger’s z compares two correlations, and a categorical answer yields an effect size across levels rather than a correlation, so the pairs are not tested.

Clustering reduced the 793 respondent answers to about 150 independent answers. Respondent level intervals therefore used the cluster bootstrap, and respondent level tests on intent to leave used cluster-robust errors.

The bound is the ruled |r| < 0.30 expressed as variance explained (V15-R22). Equivalent to zero: cancellation rate, customer satisfaction, engagement indicator mean and intent to leave.

Every check held. A check holds when its test lands on the same side of 0.05 as the primary test.

Each of the four measures was computed from data this indicator does not contain, so each result is a finding rather than an arithmetic consequence.

Not applicable. A categorical item has no signed correlation, so it has no profile. Its per-level means carry the comparison.

BPO specialist engagements sat at the less favorable end of every study measure, though no test separated them from the other employer types. Every robustness check run on this item held (9 of 9 checks). Employer type sorted engagements by outsourcing model and process family, and it showed no association with the four study measures.

The evidence is reported experience: what the delivery team said about its own engagement, gathered in one cross-section. The figures showed associations, not causes. Indicators about the financial institution were reported at second hand by vendor staff. Cancellation is a descriptive contrast, because canceled engagements were rated after they ended.

Tests across respondent role and vendor type were run at respondent level and treated respondents as independent. The section Clustering and Effective Sample Size states whether, and by how much, clustering within engagements reduced the information in respondent level figures.

Customer satisfaction for Boutique or specialist provider engagements rested on a small base (mean 67.3, n = 10 engagements). Each engagement took its respondents’ plurality answer for the measure comparisons (150 of 150 engagements).