Supplier Relationship Audit

When the Customer Engagement Process is your Product - what you live and breathe - your expertise is a resource of great value.


Too often an organisations understanding of the value of the relationships they enjoy with their customers is limited to the reports tabled by sales people or customer service staff, who will ultimately benefit from the positive dialogue they provide.

The Supplier Relationship Audit programme is a knowledge gathering programme designed to enable clients to appreciate strengths and weaknesses in their commercial relationships. Armed with this information, clients can effect change so as to enhance the relationship and subsequent negate any future negative customer impact on the business through miss-information.

Crucially the positive aspects of the relationship can be identified and deployed in those areas currently not delivering such customer service deliverables.

A typical client will engage the Customer Engagement Group to undertake audits on an ongoing basis, with all customer service staff aware that such random audits are being undertaken. This in itself improves the overall customer service experience as no one individual is aware of which customer will be audited next.

Alternatively, customer audits can take place across specific channels to identify feedback in relation to areas such as:

  • Acceptance levels for new product.
  • Acceptance levels for new trading terms.
  • Acceptance levels for a change in distributions etc.