Should Vendors Be Surveyed?
It sounds controversial—what do you think? Should vendors be surveyed to determine their satisfaction with purchasing staff? It would be interesting to know what vendors really think of purchasing staff, wouldn't it?
Even if you agree, how would you obtain candid vendor feedback? Most vendors would be reluctant to provide feedback on purchasing staff, concerned that their input will not be anonymous or confidential. To ensure anonymity and confidentiality, an Internet-based blind survey could be used.
So what questions are appropriate and make sense to ask? The feedback solicited from vendors should be more open-ended than quantitative. The rationale for open-ended survey questions for vendors is that they are likely to be unwilling to provide post-survey feedback—you're going to have to take action based on the responses provided and you're not going to be able to get any other anecdotal feedback. Here are some example questions:
· Do you feel that the VMO staff was fair during the negotiation process?
· Did the VMO staff respond to your requests on a timely basis?
· Did the VMO staff provide you with straightforward answers?
· Do you feel that the VMO facilitates or hinders your relationship with the end customer?
· Do you feel that the VMO adds value to your sales process?
Stephen,
I agree you will get more actionable information from a survey of open-ended questions. However, you imply they are not quantitative. Actually, quantitative analysis can be done on open-ended answers by doing content analysis and calculating frequencies. We regularly provided quantitative analysis of open-ended questions in our research and find it quite valuable. As an aside, you might want to replace your current list of closed-ended questions with open-ended ones to better illustrate your point.
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Christina,
Thanks for your comment. What I was trying to imply, but didn't do such a good job explaining, was that it has been hard in my experience getting vendors to respond to a survey asking them for their feedback as it relates to purchasing staff. If a VMO or other purchasing organization is successful in getting vendors to respond to a survey, they need to gather as much meaningful data (it could be both quantitative and qualitative) as possible at the point of the survey because--I believe--it is nearly impossible to go back to the surveyed population to ask for qualitative data to supplant any of the previously collected data. In other words, I can usually survey a population, use the quantitative results to determine what subjects I would like to isolate, and then create focus groups from the surveyed population to obtain more qualitative (and therefore more actionable) data. With vendors, it would be difficult to do that due to the sensitive nature of what is being surveyed and the vendor's perceived risk of retaliation.
Best,
Stephen
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Yes, I beleive that vendor surveys support the customer's willingness to understand how to make the relationship mutually beneficial. (Take the high road)
It also can serve as a CYA after a Vendor is not selected on a large deal - to subvert the flurry 'the VMO was not fair' calls made to Sr. Management(IT & non-IT). (don't allow yourself to be surprised when they take the low road)
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Have you ever been called upon to do a customer satisfaction survey of your last visit to the auto mechanic ... and it's been a particularly bad experience? I always give a glowing report. I want the car fixed, not damaged on my next visit.
Unless their treatment has been very bad, vendors will have nothing but great things to say about the purchasing organization. A negative comment can destroy a relationship and a positive comment won't make it any worse but may make it better. The risks are too high for a vendor to give truthful feedback in a survey. I've seen little value gained from a vendor facing satisfaction survey especially if the survey is open ended.
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Thanks for your comment! I have the name of a good mechanic if you need one...
Best,
Stephen
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I think the survey is a great ideal, as we build the VRM 4 Construction program we have the vendors and sellers (Users) fil out a five page survey on there company, references and most other issues that need to be addressed to develop a relationship that will be stronger and work well.
Take a Look!
Subject: VRM 4 Construction
We've put a lot of work into our VRM 4 Construction Program. I would like to ask you to take a look and provide feedback if you have the time.
Thank you,
I would like to introduce our VRM program to you, after reading and looking at our site could you please provide any feedback that you could enlighten us on. After 35 years in the construction industry I think this will work throughout the industry as well as many other as a solution. Please let me know your thoughts.
Darrell
Subject: VRM 4 Construction
About VRM
VRM, or Vendor Relationship Management, is the reciprocal of CRM or Customer Relationship Management. It provides customers with tools for engaging with vendors in ways that work for both parties.
CRM systems for the duration have borne the full burden of relating with customers. A easy to use VRM will provide customers with the means to bear some of that weight, and to help make markets work for both vendors and customers — in ways that don't require the former to "lock in" the latter.
The goal of VRM is to improve the relationship between Demand and Supply by providing new and better ways for the former to relate to the latter. In a larger sense, VRM immodestly intends to improve markets and their mechanisms by equipping customers to be independent leaders and not just captive followers in their relationships with vendors and other parties on the supply side of the marketplace.
For VRM to work, vendors must have reason to value it, and customers must have reasons to invest the necessary time, effort and attention to making it work. Providing those reasons to both sides is the primary challenge for VRM. Building stronger relationships between buyer and sellers.
I would like your opinion on this and see if you may could use it in your marketing and sales efforts. This is not your typical VRM System, We've made it simple and added many free links throughout our network. ( See Special Offers)
We would also like to receive feedback from anyone about about our VRM System at the following link http://www.constructionclub.com/ubg
I see a world where every individual is engaged and empowered to get the most out of their relationships with vendors–vendors of all sizes. In that world, not only are individuals and vendors each getting and creating more value directly, the entire economy is operating at a higher efficiency as less money is spent on wasted advertising and product development and more is spent on fulfilling verified demand. This would supercharge Adam Smith’s invisible hand and provide a significant increase in aggregate global wealth for everyo
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Darrell,
Thx for your comment. I'll leave your info up so that folks can check out your system (I'll take a peek, too).
Stephen
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I was just thinking about Vendors Be Surveyed and you've really helped out. Thanks!
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