Vendor Satisfaction Survey How to Use This Tool Understanding vendor attitudes towards IT and the organization is essential for maintaining and improving the overall quality of vendor performance. This Vendor Satisfaction Survey offers a series of satisfaction questions that an IT department can present to its vendors to get their feedback in order to address issues and improve the vendor performance and overall relationship. After completion of the survey, review the results, develop action plans for addressing the areas where the vendor has expressed dissatisfaction, and explore areas where they are satisfied for lessons that can be applied to other vendor relationships. Note: When conducting a satisfaction survey, it is imperative to disclose the results to the vendor managers and the executive team. Follow up on the recommendations made if IT is to gain or retain credibility with its vendors and improve vendor performance. To encourage open and honest feedback, ensure respondent anonymity, if desired. Info-Tech Research Group tools and template documents are provided for the free and unrestricted use of subscribers to Info-Tech Research Group services. These documents are intended to supply general information only, not specific professional or personal advice, and are not intended to be used as a substitute for any kind of professional advice. Use this document either in whole or in part as a basis and guide for document creation. To customize this document with corporate marks and titles, simply replace the Info-Tech Information in the Header and Footer fields of this document. vendor performance. their feedback in order d dissatisfaction, and eam. Follow up on the n and honest feedback, ech Research Vendor Satisfaction Survey Instructions for the vendor completing the survey: This survey asks you to evaluate the relationship between [company name] and the IT department. Your responses will be analyzed by the vendor management team who will then work with you to address any areas for improvement. Please mark the response that best indicates your point of view. Possible answers include: Not Applicable Strongly Disagree Somewhat Disagree Somewhat Agree Strongly Agree Text entered in light grey is sample text only and should be removed prior to completing the survey. Vendor Information Insert a response Company Name CommCo Inc Representative Name (refer to one contract only) Joe Doucette, Regional Sales Rep Contact Information (refer to one contract only) firstname.lastname@example.org Product/Service Provided (refer to one contract only) Telecommunications services Contract Type Service A. Information Sharing: (how relevant is the information we provide to our Select a response vendors) 1. We always read the background material provided to us. Somewhat Disagree 2. The background material provided is generally useful. Somewhat Agree 3. Replies to our terminology/reference questions are received within a reasonable Strongly Disagree period of time. 4. We prefer to receive background material only on an as needed basis. Strongly Agree 5. We receive all the information we need, without having to request additional Somewhat Agree information. B. Administration: (do our admin processes negatively impact the vendor) Select a response 6. Payments are received in a timely manner. 7. Client payment related issues are resolved in an acceptable period of time. 8. We can always contact the person responsible for payment issues. 9. The client’s expectations for contract terms and conditions are reasonable. 10. The client’s contract negotiation process works well for us. C. Relationship: (how cooperative is our relationship with the vendor) Select a response 11. We have a friendly and cooperative relationship with the client. 12. Instructions provided by the client are clear. 13. Client turnaround times for communications are reasonable. 14. Members of our team are treated with dignity and respect. 15. The client is always professional and courteous. 16. It is obvious who is the client entry point for your products/services. 17. This client compares favorably with our other customers as a company with which to do business. D. Communication: (are we making our needs clear to the vendors) Select a response 18. Client feedback is important to us. 19. The client provides feedback after the service/product has been delivered. 20. The client regularly meets with us to discuss status and issues. 21. We are updated on the client’s upcoming initiatives. 22. The clients decision making cycle is not slow or cumbersome. E. Training: (Do our vendors understand enough about our business/processes) Select a response 23. Training in our client’s relevant business and processes is important to us. 24. We receive adequate training in our client’s business and processes that are relevant to us. 25. Our client’s service/delivery expectations are reasonable. F. Overall Select a response 26. I am satisfied with the overall quality of the relationship with the client company and the IT department. 27. Please comment on any issues not addressed above or recommendations for enhancement or improvement.
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