Customer Satisfaction %

The study set mean for customer satisfaction was below its median (mean 43.9, median 53.5, n = 150 engagements). Customer satisfaction was lower on canceled engagements (r = −0.94, 95% CI −0.96 to −0.92, p < 0.001, n = 150 engagements). Its cell against itself was an identity by construction (r = 1.00). Higher customer satisfaction came with a higher engagement indicator mean (r = 0.85, 95% CI 0.80 to 0.89, p < 0.001, n = 150 engagements). Respondents on engagements with lower customer satisfaction reported higher intent to leave (r = −0.84, cluster bootstrap 95% CI −0.87 to −0.81, p < 0.001, n = 798 respondents). Customer satisfaction differed after Holm control by engagement status and lifecycle stage (Welch F 539.98, Holm p < 0.001, omega squared 0.880), from Canceled at the low end (mean 9.9, n = 56 engagements) to Active, Production at the high end (mean 66.8, n = 20 engagements).

The value was recorded once per engagement, so every figure in this section counts out of 150 engagements. The mean was 43.9 and the median was 53.5, on 150 engagements.

Figures are engagement level. Means are on the scale as recorded. A level under 30 prints no interval and a level under 10 prints counts only.

Engagement families were tested on engagement means, and respondent role and vendor type were tested on respondents. A distressed p marked exact is a Fisher exact test for a two by two table, and one marked simulated is a Monte Carlo test run until its p is stable to the third decimal, both used where an expected count is under 5. Engagement status and lifecycle stage differed after Holm control (Welch F 539.98, Holm p < 0.001, tested on engagement means). In Descriptive Statistics by Segment, Active, Production had the highest mean, 66.8 (n = 20 engagements), and Canceled the lowest, 9.9 (n = 56 engagements). No difference held after Holm control for outsourcing model, institution type, process family and class of work.

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 study set r was −0.94 (95% CI −0.96 to −0.92, Holm p < 0.001, n = 150 engagements). Of the 20 tested segment levels, 20 held after Holm control.

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.

This block is the measure itself, so its association with the measure is an identity, 1.00 by construction, in every segment, and not a finding.

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 study set r was 0.85 (95% CI 0.80 to 0.89, Holm p < 0.001, n = 150 engagements). Of the 24 tested segment levels, 23 held after Holm control.

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 study set r was −0.84 (95% CI −0.86 to −0.82, Holm p < 0.001, n = 798 respondents). Of the 28 tested segment levels, 27 held after Holm control.

Pairs were compared on the engagement level form of every measure, each turned so that a higher value was the better outcome, on the 150 engagements where the indicator and all four measures existed. Of the 3 pairs, 3 differed after Holm control.

Not applicable. The field was recorded once per engagement, so every respondent in an engagement shared one value.

No measure showed a tested null. No result was inconclusive. The detection floor column is the study floor at 150 engagements.

Each change was computed before rounding, so it can differ by 0.01 from the difference of the two printed values.

Rows for customer satisfaction are left out because this indicator is that measure (V15-R21). Every check held. A check holds when its test lands on the same side of 0.05 as the primary test and, where the primary test is below 0.05, its r keeps the primary sign. Thin-base rule: engagements in any level under 30 engagements of outsourcing model or process family removed. Institution type is not used, because every one of its levels is under 30.

The measure against itself is 1 by construction and is not a finding. The other three were computed from other data.

Not applicable. A measure has no profile against itself.

The associations with cancellation, the engagement indicator mean, and intent to leave held under every robustness check run on this measure (16 of 16 checks). Engagement status and lifecycle stage was the only segment family in which customer satisfaction differed after Holm control (Welch F 539.98, Holm p < 0.001, omega squared 0.880).

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.

Segment levels at anecdote strength were Private equity and private capital, Credit, underwriting and suitability, Regulatory, audit, tax and legal, and Financial crime and client onboarding (n = 9, n = 9, n = 9, n = 7).