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Currently 4% of companies outsource the entire international assignment program, and 62% outsource these programs in part.
Only 24% do not utilize outsourcing at all.
Nearly two-thirds of respondents (64%) indicate that the chief benefit of outsourcing is upgraded service quality.
Thirty-nine percent (39%) cite reduced head count as the chief benefit, followed by an improved ability to respond to unexpected situations (38%), and reduced costs and increase in ROI (34%).
Outside consultants most frequently provide home finding services (71%), cross-cultural preparation (64%), settling-in services (53%), spouse support services (27%), and repatriation services (24%).
69% of companies provide cross-cultural preparation, and 50% of companies have two-day programs.
The participation rate in cross-cultural programs is 67%, and 30% of companies have mandatory programs. 22% of companies use CD or web-based alternatives.
90% believe that outsourced programs meet or exceed expectations.
Most companies (69%) provide cross-cultural preparation of at least one day's duration - up from 57% in the 2000 survey and compared to a historical average of 62%. Forty-four percent (44%) provide training for the entire family, 21% for expatriate and spouse, and 4% for expatriates alone. In addition, 50% of these cross-cultural programs extend to two days, and they are most commonly offered as a pre-departure service.
When cross-cultural preparation is available, 67% of expatriates participate. When asked if cross-cultural preparation is mandated for all employees going on international assignments, only 30% responded "yes," compared to 41% in the 2000 survey. When asked to rate the value of cross-cultural preparation in terms of expatriate success, 80% of companies report that it has great or high value compared to a historical average of 84%. Only 2% indicate that it has little or no value.

Low service companies lose 2% market share per year.
Companies rated high in service gain 6% market share per year.
68% of customers leave due to poor treatment by employees, 14% for product reasons.
It costs five times more to attract a new customer than retain one.
The average value of customer is 10 times price of single purchase.
91% of unhappy customers never come back
96% of dissatisfied customers don’t complain.
Dissatisfied customers tell 8 to 16 others about the experience.
If satisfied on the spot, 95% will stay with you.
If satisfied later, 70% will stay with you.
Companies spend 95% of time fixing complaints, 5% preventing them.
It takes 12 positive experiences to overcome one negative experience.
At most 25% of employees work to increase customer satisfaction.
Point: Service attitudes and skills is critical to competitive success.