The contribution of supplier satisfaction surveys in a B2B context
Stan, Radu (2015)
Stan, Radu
Yrkeshögskolan Arcada
2015
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015122221609
https://urn.fi/URN:NBN:fi:amk-2015122221609
Tiivistelmä
Suppliers are the backbone of the supply chain and in order to generate end customer satisfaction, companies must drive satisfaction across the supply chain. Supplier satis-faction surveys can enable companies to drive supplier satisfaction. The purpose of the study is to explore what is the role of supplier satisfaction surveys in the B2B context. The literature framework is mainly based on journals, books and includes also other online resources. The chosen research type is qualitative, performed through interviews organized in a leading international corporation.
The study shows that it is worth conducting supplier satisfaction surveys especially with key suppliers of significant importance. The advantages of conducting supplier satis-faction surveys are dependent on the amount of effort the company is willing to invest in executing the survey process with professionalism and discipline, otherwise it could produce more harm to the supplier relationship. It is the customer’s responsibility to create a climate of trust where critical feedback and improvement ideas can be shared, by running a formal process – supplier satisfaction surveys. They can provide valuable input on the positive and negative aspects of the supplier relationship and help identify areas of improvement in terms of policies, processes and communication that would ul-timately translate into added value to the end customer.
The study shows that it is worth conducting supplier satisfaction surveys especially with key suppliers of significant importance. The advantages of conducting supplier satis-faction surveys are dependent on the amount of effort the company is willing to invest in executing the survey process with professionalism and discipline, otherwise it could produce more harm to the supplier relationship. It is the customer’s responsibility to create a climate of trust where critical feedback and improvement ideas can be shared, by running a formal process – supplier satisfaction surveys. They can provide valuable input on the positive and negative aspects of the supplier relationship and help identify areas of improvement in terms of policies, processes and communication that would ul-timately translate into added value to the end customer.