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Wholesale customers are increasingly concerned about all aspects of supplier quality impacting their business performance. Wholesalers’ performance against Quality criteria has improved, but large gaps remain between importance and performance.


  • Wholesale services must be delivered quickly and accurately; failures must be acknowledged, investigated, and resolved quickly; and most importantly, wholesale customers must be kept informed of progress throughout. The availability and reliability of wholesale services directly affect wholesale customers’ ability to support their retail customers.

Features and Benefits

  • Assesses how different customer groups' attitudes to the quality of wholesale services have changed.
  • Analyzes wholesale customers' greatest concerns about supplier quality.
  • Explains what wholesalers need to do to close the gap between their quality performance and customer needs.

Key questions answered

  • What are different wholesale customers' attitudes to Quality criteria?
  • Which aspects of quality most concern wholesale customers?
  • How has wholesalers' performance against Quality criteria changed between 2003 and 2015?

Table of contents


  • In brief
  • Ovum view
  • Recommendations

The survey explained

  • Survey objectives
  • Criteria for purchasing decisions and performance evaluation
  • Representative sample

The importance of all aspects of quality

  • Quality no longer limited to technical measures
  • Quality criteria are key in wholesale supplier selection
  • Wholesaler performance against Quality criteria
  • Quality criterion 1: Service-level factors
  • Quality criterion 2: Delivery lead times
  • Quality criterion 3: Repair times


  • Methodology
  • Further reading
  • Author

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