RETAILOBSERVER.COM JANUARY 2017
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A SURVEY OF
SERVICE LEVELS AMONG
PARTS DISTRIBUTORS
The Appliance Parts Distributors Association (APDA)
asked the United Servicers Association(USA) to conduct
a survey of its members to provide insights into their
dealings with parts distributors. Our survey was launched
at ASTI 2016 ultimately gathering 927 respondents and
ranking 28 parts distributors. The results provide valuable
insights into the overall satisfaction of APDA customers.
The following are the global results from the survey's
10 key questions, addressing everything from process to
service priorities. We hope this data provides interesting
information that can be used to improve service levels
challenging parts distributors, service providers and
manufacturers to embrace technology and efficiency
for the future of the service industry.
How would you rate your overall satisfaction with
each parts distributor you currently work with?
How likely would you be to recommend your
primary distributor to a colleague?
Do you use barcoding to track orders internally?
How do you rank the following when
considering a parts distributor?
The Net Promoter Score is an index ranging from -100 to 100 that measures
the willingness of customers to recommend a company's products or
services to others. It is used as a proxy for gauging the customer's overall
satisfaction with a company's product or service and the customer's loyalty
to the brand. An NPS that is positive (i.e., higher than zero) is felt to be good,
and an NPS of +50 is excellent.
S E R V I C E D E P A R T M E N T
A SURVEY OF SERVICE LEVELS
AMONG PARTS DISTRIBUTORS
