2021 Baker's Best - 3

CEO's Letter
CEO: Elliot H. Clark
Elliot.Clark@SharedXpertise.com
Vice President & Editorial Director:
Debbie Bolla
Debbie.Bolla@SharedXpertise.com
Managing Publisher: Gale Tedeschi
Gale.Tedeschi@SharedXpertise.com
Senior VP of Marketing: Jason Frenchman
Jason.Frenchman@SharedXpertise.com
Vice President of Research: Larry Basinait
Larry.Basinait@SharedXpertise.com
Associate Editor: Zee Johnson
Zee.Johnson@SharedXpertise.com
Global Digital Marketing Manager:
Taylor Thompson
Taylor.Thompson@SharedXpertise.com
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About HRO Today magazine
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In 2007, HRO Today began ranking several categories of HR service firms in what are
known as the 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 field have actually referenced 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.
To produce the ranking, customers are asked to participate in a confidential online survey
regarding their experience with their current provider. The survey instrument measures three
dimensions.
The first is breadth of service, which is the universe of sub-processes within the services
category. The next dimension is deal size: a reflection of the size of the company and its
divisional or geographic reach. 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 final
component of the index-and the most important-is quality of service.
The survey consists of a series of questions that examine the performance, relationship, and
trust between provider and customer. Responses are based on a five-point Likert scale, with
answers ranging from " strongly agree " to " strongly disagree. " Each answer is then ascribed
a point value, the points are totaled and averaged, and the mean is calculated into the
overall quality score. Each dimension is then weighted to determine the overall score.
We allow providers to refer customers, but they do not know the weightings of questions
or the dimensional categories in the final index. We keep this information secret so that
customers cannot be coached to focus on certain questions. To ensure accurate results,
we perform spot verification of responses 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.
Welcome to this special edition-the 11th annual compendium of our Baker's Dozen
Customer Satisfaction Ratings. According to HRO Today's most recent reader survey, 82% of
HR leaders say one of our rankings has influenced their buying decision. We are gratified 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 to keep in the office
throughout the year.
This edition lists the top companies in eight categories of HR outsourced services. We offer
not only the lists but also the performance scores 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 for a brief description of how we compile and weigh the data. You will see
that these rankings are really the collective expression of your advice and the advice of your
colleagues. This, then, represents the intersection of social media and the scientific method.
Here is a brief review of the methodology.
The Best of the Best
Elliot H. Clark, CEO
BAKER'S BEST 2021 - www.hrotoday.com
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HRO Today Baker's Best 2021

Table of Contents for the Digital Edition of HRO Today Baker's Best 2021