Using Customer Feedback to Evaluate Supplier Performance > 자유게시판

End-customer input is one of the most underrated tools for assessing vendor effectiveness. While company data like timely shipments and quality error rates are necessary, they only show surface-level results. The real test of a supplier’s value is how their goods or solutions shape customer perception. When customers show enthusiasm or reveal disappointment, it often highlights unseen flaws that logistics dashboards miss.

For example, a supplier might comply with schedule requirements but deliver poorly protected goods that leads to damage in transit. Customers will leave negative reviews, even if your operations unit thinks no issues exist.

By aggregating and studying customer feedback—through NPS polls, reviews, help desk logs, and one-on-one conversations—you can uncover recurring themes that signal consistent performance gaps.

This feedback helps you transcend transactional metrics and measure supplier influence on CX. It also allows you to have strategic, empathy-based talks with suppliers. Instead of saying "your shipment was delayed," you can say "buyers are frustrated because the timing impacts their business milestones, which is damaging our credibility."

This replaces finger-pointing with joint problem-solving. Suppliers who care about their long-term relationships will respond better when they grasp the true consequences of their performance.

Proactively communicating this feedback with suppliers drives responsibility and relentless optimization. It also helps you make better decisions about which suppliers to keep, incentivize, аудит поставщика or replace.

In the end, using customer feedback as a north star ensures that your logistics ecosystem isn’t just efficient—it’s genuinely user-focused.