Dealers, Designers Rate Supplier Support Generally Favorable

by WOHe

Dealers, Designers Rate Supplier Support Generally
Favorable

Kitchen/bath dealers and designers feel the overall level of
support being offered to them by product manufacturers is generally
favorable, although most say support services are no better or
are even worse than they were five years ago.

Dealers do say, however, that the level of support being provided
to them by their distributors and in-the-field sales
representatives is generally extremely helpful.

Those are two of the major conclusions of Kitchen & Bath Design
News’ 1999 “Dealer Insight” Survey, a nationwide study whose aim
was to determine kitchen and bath dealer/designer product
preferences, buying plans and showroom expansion goals, as well as
their assessment of the value of support services being offered by
suppliers. The survey conducted for K&BDN in the first quarter
of 1999 by a Hewlett, NY-based research firm, 

The Wayman Group drew responses from nearly 300 kitchen and bath
dealers and designers. Findings from the survey pertaining to
kitchen/bath dealers’ product buying plans and showroom expansion
plans were published in the May and August issues, respectively, of
K&BDN.

Among the findings of the Dealer Insight Survey related to supplier
support services were the following:

  • On a scale of 1 to 10, with “10” being “excellent,” survey
    respondents were asked to rate the overall performance of suppliers
    when it comes to providing support services. The average rating was
    7.1.
  • Slightly more than one-half of the dealers/designers surveyed
    (51%) reported that supplier services are about the same as they
    were five years ago. However, 27% indicate supplier services are
    worse, while only 22% feel they are better now (see graph, above
    left).
  • Nearly one-half of the survey’s respondents (48%) reported that
    they see manufacturers’ in-house or independent sales reps enough
    to meet their needs.
  • The majority of respondents indicated that the sales reps they
    do see are knowledgeable (88%) and helpful (87%). Similarly, the
    majority of survey respondents reported that the product
    distributors they work with are knowledgeable (94%) and helpful
    (92%).
  • Respondents were asked to rate 19 supplier services on a scale
    of 1 to 5, with “5” being “very important” (see table, above). The
    top three supplier services included: prompt, reliable and complete
    delivery (average rating of 4.8); product availability (average
    rating of 4.7), and consistent and competitive pricing (average
    rating of 4.5).

Service Average Rating

Prompt, Reliable & Complete
Delivery

4.8

Product Availability

4.7

Consistent &Competitive
Pricing

4.5

Warranties

4.4

Up-to-Date Sales Literature &
Specs

4.2

Customer Service 800 Phone
Number

4.1

Reps’ Knowledge &
Helpfulness

4.1

Sales Support 800 Phone Number

3.9

Technical Literature

3.8

Unique Customer Literature

3.5

Purchasing Incentives

3.4

Regular Product & Sales
Training

3.4

Co-op Advertising Assistance

3.3

Installation Training

3.1

Display Consignment/Leasing
Programs

3.1

Lead-Generating Marketing
Tools

3.0

Recognition (Contests, Trips,
Etc.)

2.8

Showroom Design Assistance

2.7

Source: K&BDN 1999 ‘Dealer Insight’
Survey

Related Posts

Leave a Comment

This website uses cookies to improve your experience. We'll assume you're ok with this, but you can opt-out if you wish. Accept Read More