SSON Research & Analytics is pleased to announce the 2026 World's Best GBS Award is open for application. All GBS applicants who fill out the survey questionnaire will be considered for the award, and can sign up for a tailored benchmark analysis to see how they compare with their GBS peers as well as top-ranked GBS.

The survey focuses on four key areas:

  1. GBS Model Evolution & Complexity
  2. Automation & Enabling Factors
  3. Talent Management
  4. Service Delivery & Impact

Please complete all questions and submit your answers online via this surveymonkey form. (If you would like a PDF copy to go through the questions beforehand, you can download that separately here).

Note: In some instances, we offer the option of attaching a slide to your application as an alternative to writing out the answer to a specific question. If you choose that option, please email these to barbara.hodge@ssonetwork.com along with your GBS name and a confirmation of application submitted, clearly marking each slide with the question it answers. (Note that answers must be clearly visible in the slides. Judges will not consider these if it is difficult to discern the information.)

This application closes on November 30 2025 – no extensions.

Please note: this submission must be made in the name of a GBS leader. For those GBS that make the World's Best GBS Award shortlist, we will be following up with a 30 minute call with the GBS leader, so it is important that they have signed off on the application, and have verified and can defend the content.

By participating in the GBS study, you are consenting to have your organization’s data shared in aggregated anonymized format. In the event your organization becomes a finalist or winner of the World's Best GBS Award, you consent to your company’s name being used in promotion of the awards.

You can save your responses by scrolling down and clicking "Next" at the end of the questions. To return to edit/complete your responses, please use the same survey link (Only applicable if you use the same device and web browser. Do not clear your cookies).
ABOUT YOUR GBS

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* 1. Company Name 

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* 2. Name of GBS

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* 3. This application is submitted in the name of your GBS leader. Please ensure the GBS leader has reviewed the answers before submission and that all answers are correct and final.

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* 4. Which industry/sector best describes your organization?

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* 5. What best approximates the size of your organization in terms of revenue?

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* 6. When was your GBS set up?

1. GBS MODEL EVOLUTION & COMPLEXITY

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* 7. What best defines your sourcing model?

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* 8. Do you have a single GBS leader?

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* 9. Are your GBS services mandated?

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* 10. Is yours a landlord model (functions own the output) or a fully integrated model (GBS owns the output) or both?

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* 11. If you deliver services to multiple countries, how many countries do you service?

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* 12. Please list all the countries/regions that you deliver services to and indicate the percentage of your work that region takes up. (please choose best option, total may not add to 100%)

  No we do not serve this location Yes: <10% Yes: 10-25% Yes: 25-50% Yes: 50-75% Yes: >75% Yes: 100%
North America
Latin America/South America
Western Europe (including the UK)
Central and Eastern Europe
Asia (excluding Middle East, India and China)
South Africa
Rest of Africa (excluding South Africa)
Middle East
India
China
Russia
Australia, New Zealand, and Pacific Islands

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* 13. Which of these services/processes/topics do you have in your GBS scope?
AND if in scope, to what extent are they automated? (Please select low, medium, high or expert)

  Not in scope Yes in Scope with None/Low Level of Automation (Scale=0-25%) Yes in Scope with Medium Level of Automation (Scale=26-50%) Yes in Scope with High Level of Automation (Scale=51-75%) Yes in Scope with Expert Level of Automation (Scale >75%)
Hire-to-Retire / Reward-to-Retire
Benefits Administration
Time-to-Pay / Payroll
Talent Management (Strategic Workforce Planning, Recruiting and Staffing, Workforce Development, L&D, Onboarding)
Purchase-to-Pay / Procure to Pay
Order-to-Cash / Customer to Cash
Record-to Report / Account to Report
Tax Support / Admin
Plan-to-Result (Strategic Planning, Annual Opex/Capex Budgeting, Forecasting, BPM Reporting, Business Analysis, FP&A)
Indirect Procurement
Direct Procurement
Supply Chain (Planning: SCM, DM, IM, S&OP, Plan Supply, Plan Distribution)
Supply Chain (Manufacturing: M. Strategy, Prod. And Resource Scheduling, Prod. Management, Maintenance Management, QM)
Supply Chain (Delivery, Logistics: Logistics strategy, Inbound/Outbound, Warehousing, Reverse logistics, Trade Compliance)
Risk Management Services (e.g., business continuity planning and crisis management)
Consulting & Advisory Services (e.g., strategy consulting, change management, organizational design)
Knowledge Services (e.g., published scientific, technical, and business information to drive innovation and business decisions)
IT Opportunity-to-Proposal
Information Technology (other IT processes)
Technology related (e.g. RPA, Digitization teams, Intelligent Automation)
Master Data Management
Data Analytics / Business Analytics
Research & Development
Customer Center (call center) processes (Front-office support)
Real Estate & Facilities Management
Legal
Environmental, Social & Governance (ESG)
Health & Safety
Sales
Marketing
Corporate Communications
Industry/sector specific processes
Stock / Shares Management
Engineering Services
Document Management
Shop Floor Planning
Fleet Management
Creative / Design Services
Content Management
Events Management
Labs

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* 14. How many captive GBS centers do you have globally?

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* 15. Please list locations of these captive GBS centers (Country & City).
If you do not have captive centers, please indicate N/A.

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* 16. What is the total number of FTEs in all your captive GBS locations?

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* 17. How many outsourced GBS centers do you have globally?

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* 18. Please list locations of these outsourced GBS centers (Country & City).
If you do not have outsourced centers, please indicate N/A

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* 19. What is the total number of FTEs in all your outsourced GBS locations?

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* 20. How many distinct, independent business units/divisions (i.e., with a P&L) do you serve globally?

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* 21. How many legal entities do you service?

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* 22. How many languages do you provide services in?

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* 23. What was your biggest achievement in the category covered above (GBS Model Evolution & Complexity) over the last 12 months/past calendar year. Explain in at least 3 paragraphs the major changes/initiatives and the results/benefits. (You may attach slides for additional insights or as an alternative to writing your answers out but the answer should be clearly defined and easily visible.)

2. AUTOMATION & ENABLING FACTORS

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* 24. What do you perceive to be your overall GBS automation level?

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* 25. What does your GBS digital ecosystem entail? (select all that apply)

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* 26. What is the level of digital skills that you have in your organization?

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* 27. How does your GBS support digital transformation across the enterprise? Explain by providing several concrete, tactical examples (i.e., with reference to the tools in your digital ecosystem). For example: to strengthen operations, accelerate go to market, improve innovation, improve finance, etc. Please explain in detail.

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* 28. What percentage of your successful automation is OWNED by either your Captive Operations or the BPO (i.e., who drives the innovation/owns the IP)? (mark % captive vs % BPO; if you do not outsource, the option is 100% captive vs 0% BPO. Choose best option)

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* 29. Which Intelligent Automation (IA) projects – not including Agentic/Generative AI – have you applied to drive digital transformation in your GBS? List examples (e.g. “automated reporting”, “chat functionality across 3 functions”…), explain which tools were used, list number of projects completed, and describe the benefits. The answer should be detailed and comprehensive (3-6 paragraphs).

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* 30. Which Generative Artificial Intelligence projects have you applied to drive digital transformation in your GBS? Please list examples, explain which tools you use, list number of projects completed, and describe the benefits. The answer should be detailed and comprehensive (3-6 paragraphs).

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* 31. Over the past 12 months/tracked year, what savings have you gained in average FTE hours per month for the top performing automation project?

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* 32. Over the past 12 months/tracked year, what have been the average cost savings per year (USD) for the top performing automation project?

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* 33. Over the past 12 months/tracked year, what has been the improvement in error rate (%) for the top performing automation project?

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* 34. Explain very briefly the relationship between IT and GBS in your organization.

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* 35. Please check the bodies/roles/functions below that either exist, or for which someone is held accountable within the GBS (select all that apply)

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* 36. For the various sustainability/ESG initiatives or topics listed below, please select programs/permanent structures that are in place in your GBS

  Team/Role (Specific responsibilities i.e. Chief of Diversity) Ongoing structures/programs Dedicated budgets Technology/Tool supporting the initiative Agreements with external parties supporting the initiative N/A
Diversity, Equity & Inclusion
Environmental
How a company safeguards the environment, including corporate policies addressing climate change for e.g.
Social
How a company managed relationships with employees, suppliers, customers, and the communities where it operates
Governance
How a company is led and managed. Deals with a company’s leadership, executive pay, audits, internal controls, and shareholder rights

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* 37. Over the past 12 months/past calendar year, what was your biggest achievement in the category covered above (Automation & Enabling Factors)? Explain in detail the major changes/initiatives and the results/benefits. (You may attach slides for additional insights or as an alternative to writing your answers out but the answer should be clearly defined and easily visible.)

3. TALENT MANAGEMENT

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* 38. What is your GBS talent management strategy? Please explain with reference to a) attraction, b) retention, c) development of talent and d) career progression both within GBS as well as integration with enterprise functions. How is this supported and encouraged? Please describe with at least a paragraph on each aspect and prove it with at least one KPI (plus value) for each category.

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* 39. What are you doing to create an exceptional workplace environment (e.g., flexible work hours/workplaces, cafeteria, childcare/gym/transportation subsidy, mentoring, training, legal support, relocation support, community outreach, etc.) – and how is this transparent/communicated to potential recruits? (max 6 paragraphs)

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* 40. Which of the below statements best defines your GBS?

  Yes No
GBS is seen as a hub for talent and capability for the enterprise, to get specialized talent/capabilities into the business
GBS is seen as a destination for enterprise talent

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* 41. Please comment on your answers above - e.g., share the % FTEs that move from GBS into the business and/or vice versa, plus give examples.

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* 42. What percentage of GBS staff sit locally/are co-located with the Business Units (but still report to the GBS, with maybe dotted line to business head)? Please comment on this resource decision.

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* 43. What percentage of your global GBS senior management team (Director/VP/SVP) is female?

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* 44. What strategies are you applying to improve/maintain your female leadership representation? Please describe in detail the initiatives, who runs/sponsors this initiative, impacts to date – and how the results are actioned.

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* 45. What proportion of your overall service delivery/operational output (i.e., your overall workload) does your captive GBS supply (vs outsourcing)?

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* 46. What proportion, roughly, of your overall captive GBS staff sit in low-cost locations (vs higher-cost/onshore)?

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* 47. What are the overall capabilities/skill levels (depth & breadth) of your GBS employees?

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* 48. Based on your answer above, what actions are you taking to retain/improve your employees' skills and capabilities?

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* 49. How do you measure the “softer” elements of your GBS leadership team, for example their ability to drive engagement, retention, development, succession planning, etc.?

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* 50. What % of GBS employees have a formal training and development plan?

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* 51. Do you have budget allocated for training and other Learning & Development activities?

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* 52. If yes, what is the average annual training budget allocated for a 1,000 FTE GBS organization (USD)? If you have more or less than 1,000 FTEs then normalize to 1,000 (e.g. if you have 500 FTES, then double the amount).

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* 53. Do you have an FTE hours target allocated for training and other Learning & Development activities per employee?

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* 54. If yes, please provide training and Learning & Development activities target per employee in FTE hours/year:

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* 55. What is your GBS’ annual attrition rate (GBS, Voluntary only)?

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* 56. Over the past 12 months/calendar year, what was your biggest achievement in the category covered above (Talent Management)? Explain in detail the major changes/initiatives and the results/benefits (3-6 paragraphs). (You may attach slides for additional insights or as an alternative to writing your answers out but the answer should be clearly defined and easily visible.)

4. SERVICE DELIVERY & IMPACT

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* 57. What best reflects your service delivery model?

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* 58. What do you perceive to be your overall GBS maturity level?
(This should reflect your overall ‘maturity,’ taking into account sourcing model, scope, automation, strategic alignment & talent; if followed up, you should be able to explain in detail why)

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* 59. What do you perceive to be your PROCESS maturity level?
(This should reflect overall ‘process maturity,’ taking into account scope, efficiency, automation, cost, experience, and E2E; if followed up, you should be able to explain in detail why)

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* 60. How do you define "value" in your GBS? (select all that apply)

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* 61. What is the size of your GBS budget as a percentage of overall enterprise revenue?

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* 62. How has your GBS impacted Revenue, Margin, Cash and Growth in the past financial year? For EACH of these core business results, please list & explain your top drivers for delivering improvements and quantify the impact (over the last financial year). Define the metrics used to calculate this value. Please write 1 paragraph on each. (You may attach slides for additional insights or as an alternative to writing your answers out but the answer should be clearly defined and easily visible.)

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* 63. In addition, please share specific, measurable impacts GBS has had on 1) financial returns, 2) improvements in customer satisfaction, 3) productivity, 4) market growth, 5) ability to integrate acquisitions. (This should be traceable performance impact that matters to your board). Please list the actual metrics (including definitions and values) for each of the above listed topics. (You may attach slides for additional insights or as an alternative to writing your answers out but the answer should be clearly defined and easily visible.)

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* 64. What strategic and tactical key indicators do you use in GBS? Please list three, including definitions/descriptions, as well as the values/levels you have achieved. (You may attach slides for additional insights or as an alternative to writing your answers out but the answer should be clearly defined and easily visible.)

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* 65. Does your GBS measure/manage Total Working Capital/Cash? If yes, please explain briefly how, and list values/results. (You may attach slides for additional insights or as an alternative to writing your answers out but the answer should be clearly defined and easily visible.)

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* 66. Do you measure your customers’ satisfaction regarding GBS services? If yes, please list your Net Promoter Score (NPS) or convert your metric into NPS equivalent. (NPS measures customer satisfaction (based on recommendations) on a scale of 0-10. Customers are divided into three categories: 0-6 are Detractors; 7-8 are Passives; and 9-10 are Promoters.
NPS= (No. of Promoters - No. of Detractors)/Total No. of respondents x 100

Answer Options:
  • <0 (negative)
  • 0-<20
  • 20-<40
  • 40-<60
  • >=60

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* 67. Over the last 12 months/past calendar year what was your GBS’ biggest achievement in the category covered above (Service Delivery & Impact). Explain in 3-6 paragraphs the major changes/initiatives and the results/benefits achieved. (You may attach slides for additional insights or as an alternative to writing your answers out but the answer should be clearly defined and easily visible.)

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