As retail customers continue to implement scorecards to evaluate vendor performance, it is likely that more and more vendors will begin to develop their own customer scorecard measures in response. Some of these customer scorecard measures will serve to validate the information reported on the vendor scorecards, while others will be used to identify and highlight customer factors which may be contributing to vendor performance. Along with customer profitability reporting, this information can be used to promote communication and collaboration between trading partners.

This report is divided into the following sections:

  1. Customer Scorecards
    – Survey Results
    – Case Studies: Customer Scorecard Experiences
    – Challenges
  2. Customer Profitability Reporting
    – Survey Results
    – Challenges
  3. Appendices
    – Sample Customer Scorecards
    – Sample Customer Profitability Reports


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