Supplier Surveys.

We ask our supplier/partners to complete annual surveys on our performance. This is a bit trickier, because the ones who may be the least pleased with us may not bother to return our questionnaire. A media rep or print supplier, may, for example, feel that if they criticize us for some reason that their contact at the agency may find another supplier. To correct for this, I follow up verbally and probe our important suppliers who do not return the survey.

We value positive, long-term relationships with key suppliers. They see us relative to their other customers. And they have a broader perspective in many ways, so their opinions obviously are very important.

Our suppliers want us to succeed. So we believe they should have solid understanding of our mission, vision and processes. Therefore, we hold an annual Supplier Dinner where we review our general business plan and ask for their ideas and opinions as to how we can improve as an agency.

For example, we learned at a recent Supplier Dinner that we weren't sending our agency newsletter, Creative Strategies, to our supplier partners. They also enjoy helping us by alerting us to opportunities where other agencies are finding success.

Below is a sample supplier survey.

  1. To what extent are you aware of The Phelps Group's mission – the agency's overall purpose and reason for being?
    • To a very great extent
    • To a great extent
    • To some extent
    • To a little extent
    • To a very little extent
  2. How would you describe the accessibility of your contact(s)?
    • Very accessible
    • Somewhat accessible
    • Average
    • Not very accessible
    • Not at all accessible
  3. Do you feel that you're dealt with fairly (compared to your competition or relative to other agencies)?
    • Extremely fairly
    • Very fairly
    • Somewhat fairly
    • Not very fairly
    • Not at all fairly
  4. Are you given a proper chance to present your products/services?
    • Always
    • Most of the time
    • Some of the time
    • Seldom
    • Never
  5. How would you rate us in terms of financial dealings?
    • Extremely favorably
    • Very favorably
    • Somewhat favorably
    • Not very favorably
    • Not at all favorably
  6. How would you rate our performance in paying on time?
    • Extremely favorably
    • Very favorably
    • Somewhat favorably
    • Not very favorably
    • Not at all favorably
  7. How would you rate our office environment in terms of attractiveness?
    • Extremely attractive
    • Very attractive
    • Somewhat attractive
    • Not very attractive
    • Not at all attractive
  8. How would you rate our voice-mail phone system?
    • Extremely favorably
    • Very favorably
    • Somewhat favorably
    • Not very favorably
    • Not at all favorably
  9. How would you rate our receptionist, in terms of helpfulness and courteousness?
    • Extremely helpful/courteous
    • Very helpful/courteous
    • Somewhat helpful/courteous
    • Not very helpful/courteous
    • Not at all helpful/courteous
  10. In general, how competent do you believe group members are in their positions? (Please leave blank if you are unsure.)
      Extremely Very Somewhat Not very Not at all
    Account Mgmt.
    Creative
    Media
    Production
    Public Relations
    Direct
    Promotions
    Interactive
  11. Do you feel that members of The Phelps Group communicate freely, openly and honestly with you?
    • Yes
    • No
    • Uncertain
  12. Overall, how would you rate the agency's account management services?
    • Extremely well
    • Very well
    • Average
    • Very poorly
    • Extremely poorly
    • Uncertain
  13. Overall, how would you rate the agency's creative product?
    • Extremely well
    • Very well
    • Average
    • Very poorly
    • Extremely poorly
    • Uncertain
  14. Overall, how would you rate the agency's media planning and buying services?
    • Extremely well
    • Very well
    • Average
    • Very poorly
    • Extremely poorly
    • Uncertain
  15. Overall, how would you rate the agency's print production services?
    • Extremely well
    • Very well
    • Average
    • Very poorly
    • Extremely poorly
    • Uncertain
  16. Overall, how would you rate the agency's broadcast production services?
    • Extremely well
    • Very well
    • Average
    • Very poorly
    • Extremely poorly
    • Uncertain
  17. In general, how would you rate the agency's public relations services?
    • Extremely well
    • Very well
    • Average
    • Very poorly
    • Extremely poorly
    • Uncertain
  18. Overall, how would you rate the agency's direct mail services?
    • Extremely well
    • Very well
    • Average
    • Very poorly
    • Extremely poorly
    • Uncertain
  19. Overall, how would you rate the agency's promotions services?
    • Extremely well
    • Very well
    • Average
    • Very poorly
    • Extremely poorly
    • Uncertain
  20. Overall, how would you rate the agency's interactive services?
    • Extremely well
    • Very well
    • Average
    • Very poorly
    • Extremely poorly
    • Uncertain
  21. Overall, how would you rate the agency's accounting department?
    • Extremely well
    • Very well
    • Average
    • Very poorly
    • Extremely poorly
    • Uncertain
  22. Overall, how do you perceive The Phelps Group's relationships with its clients?
    • Extremely good relationships
    • Very good relationships
    • Average relationships
    • Very poor relationships
    • Extremely poor relationships
  23. How would you rate The Phelps Group's newsletter, Creative Strategies?
    • Excellent
    • Good
    • Fair
    • Poor
    • I have not received Creative Strategies
    • I would like to have my name added to your mailing list to receive Creative Strategies
  24. How likely would you be to refer us to a company who is looking for a communications agency?
    • Extremely likely
    • Very likely
    • Somewhat likely
    • Not very likely
    • Not at all likely