ASI Supplier Performance Ratings are the most accurate and timely picture available in the industry. The information is available to all ASI distributors; while suppliers have access to their own aggregated scores.
Major Goals of the Rating System
There are two main goals of the Supplier Performance Rating System:
- It provides distributors the opportunity to share with the entire distributor network their opinion, in ratings and in optional comments, about their purchase transactions with suppliers.
- In an industry where too often decisions are made purely on price, it allows suppliers to differentiate themselves on their service. This helps distributors to realize they may want to consider making a selection on how well they will be served overall, and not just by how cheap a supplier’s price might be.
How the Rating System works
The process is designed to be transparent, to allow flexibility for distributors and suppliers, and to encourage a dialogue between all parties.
- Distributors can rate their transactions with suppliers through multiple links in ESP Online or ESP Web; by downloading and faxing back the form posted at www.asicentral.com/supplierratings; or by clicking the "Rate a Supplier" link on the homepage navigation of www.asicentral.com for the online form. There must be a completed purchase transaction in order to rate a supplier within the past 12 months.
- A completed transaction requires a full purchase and product exchange with a supplier. A sample request does not qualify as a completed transaction.
- Distributors use a 1-5 scale (very poor to excellent) to rate each areas. They can also submit comments about their experience. The numerical results from these ratings are then converted to be shown as stars. Many numeric ratings have no comments.
- The areas distributors can rate are: Overall Satisfaction, Product Quality, Communications, Delivery, Imprinting/Personalization, and Problem Resolution.
- If a written comment is submitted, it is first read by ASI to assure appropriateness and professionalism, then forwarded to the supplier for review. The supplier has five business days to respond with a comment about the distributor’s comments and the transaction. Both comments are then posted together. If no response is received from the supplier, then the distributor comment is posted alone.
- Written comments include the name and ASI number of the submitting distributor, making the identity of the individual firm completely visible to the supplier and to other distributors.
- ASI conducts spot checks of non-online submissions and if a pattern appears suspicious, ASI more thoroughly investigates and eliminates any unusual submissions.
- ASI has the only ratings system in the industry that automatically purges comments and individual rating submissions on a rolling 18-month cycle.
- ASI also reviews the ratings of supplier members. If a supplier’s Overall Satisfaction score average is below 2.0 and from a minimum of 25 individual ASI member distributors, and/or repeated complaints to ASI from members concerning, among other things, poor customer service, product quality, accuracy, and delivery, the supplier will be placed on probationary status.
While there is some concern among suppliers that the ratings and the comments are mostly negative, that is not the case at all. The overwhelming majority of ratings and comments are quite positive.
- The average supplier rating is 3.70, which is represented graphically as three-and-a-half stars.
- Comments are posted for suppliers 25% of the time and suppliers respond to 11% of the comments they receive. A review shows most of the other comments are positive and require no reply.
- Suppliers with an average overall numeric score of at least 3.75 (rounded to four stars), and who have five distributors submitting reports, are eligible for special ASI programs and recognition.