Case Studies

Vendor Satisfaction Study (Retail)


A satisfied vendor is the one who would always standby you and your business in critical situation and considers your success as their success.
The client is one of the leading players in the branded retail industry in India. The company primarily operates stores across four formats. Out of these, two formats don’t have their in house production. It has around 300 vendors across the country and overseas. The vendors interact with different functions like buying, sourcing, quality assurance, and finance in the entire process of supply chain. The client have introduced various processes like sampling, PO, technical, quality and payments for making its supply chain process more robust.

It was quite challenging to gauge satisfaction of their vendors at various touch points. The client was in need to identify the parameters and extent on which the vendors are satisfied with the functionality of each of the processes involved in supply chain. They also wanted to benchmark their performance with the existing competition to further identify areas of improvements.

Market Search India conducted an online Quantitative Research among vendors with completion rate of 95%.
The client was happy with overall improvement of vendor satisfaction Index score by 1% over last year. The vendors have welcomed the automated processes and quality standards as per the requirements of the client. The client could confirm that vendor’s needs and expectations being met by their services. They could gain contribution of vendors in new product development and understanding customer needs. The vendors could propose support from the client in quick decision making and training of vendor portal. Vendors were vocal about issues faced by them and comparing performance of the client vis-à-vis other companies.

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