HRO Today Baker's Best 2016 - 3

CEO's Corner
CEO: Elliot H. Clark
Elliot.Clark@SharedXpertise.com
Editorial Director & Editor-in-Chief:
Debbie Bolla
Debbie.Bolla@SharedXpertise.com
Managing Publisher: Gale Tedeschi
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Publisher: Bill MacRae
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Vice President of Research: Larry Basinait
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Editor: Belinda Sharr
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The Best of the Best
Welcome to this special edition-the sixth annual compendium of all of our Baker's Dozen
Customer Satisfaction Ratings. Last year, HRO Today received more than three dozen inquiries
about the Baker's Dozen Customer Satisfaction Ratings from HR practitioners, and more
than half were using the Baker's Best edition as a reference tool. We are gratifi ed to have
created such a useful product for our audience. Our goal has been, and will continue to be,
to provide the HR community with an easy reference guide for you to keep in your offi ce
throughout the year.
This edition lists the top companies from whom to choose important service partners or HRO
providers in six categories. We offer not only the lists but also the scoring for each company.
We also want to ensure that our process is transparent and well understood by the HR
practitioner community, so please read on and see that these rankings are really the collective
expression of your advice and the advice of your colleagues. We only compile and weigh the
data. This, then, represents the intersection of social media and the scientifi c method.
So, here is a brief review of the methodology.
About HRO Today magazine
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In 2007, HRO Today began ranking several categories of HR service fi rms in what are
known as Baker's Dozen Customer Satisfaction Ratings. Since then, the Baker's Dozen
lists have been based on a highly successful customer satisfaction survey methodology.
Practitioners in the HR fi eld have actually produced our rankings in post-RFP bid meetings
and asked bidders why they scored well or poorly-or not at all-in our survey. Our customer
satisfaction-driven approach has become the gold standard in vendor evaluation.
Ranking Methodology: Current customers are asked to participate in an online survey
regarding their experience with their current provider (their identities are strictly
confi dential). The survey instrument measures three dimensions.
The fi rst is Breadth of Service, which is the universe of sub-processes within the services
category. The next dimension is Deal Size, a refl ection of divisional or geographic reach
or size of company, etc. We only offer deal size as a comparator for you to measure a
potential provider against the scope of a program you might wish to put out to bid. The fi nal
component of the index-and the most important-is Quality of Service.
This is based on a series of questions that examined the performance, relationship, and trust
between provider and customer. We used a fi ve-point Likert scale, with answers ranging from
Strongly Agree to Strongly Disagree. Each answer was ascribed a point value, and the points
were totaled, averaged, and the mean was calculated into the overall quality score. We then
weighted each dimension for the Overall Score. We allow providers to refer customers, but
they do know the weightings of questions or the dimensional categories in the fi nal index.
We keep this information secret so known customers cannot be coached to focus on certain
questions. We perform spot verifi cation of respondents using two different methods. We also
solicit respondents from our own lists so our sample is not only generated by the provider
referrals.
This is the respected and standard methodology used in all of our Baker's Dozen Customer
Satisfaction Surveys.
Elliot H. Clark, CEO
BAKER'S BEST 2016 - www.hrotoday.com
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HRO Today Baker's Best 2016

Table of Contents for the Digital Edition of HRO Today Baker's Best 2016