Gartner Research

How to Derive Real Value From Vendor Satisfaction Surveys

Published: 24 April 2018

ID: G00348327

Analyst(s): Christopher Ambrose

Summary

Vendor satisfaction surveys are effective for collecting data that can feed a balanced vendor performance or relationship scorecard. Sourcing and vendor management leaders can extract value from them by establishing expectations, developing consistent processes and surveying the proper stakeholders.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Define the Survey Purpose, and Plan for Using the Results
    • The Purpose
    • The Results
  • Simplify and Standardize the Process for Collecting Vendor Satisfaction Data
    • The Frequency
    • The Participants
    • The Survey Questions
    • The Scoring
    • The Tools

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