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We know you have many choices when it comes to selecting a business partner. You have expectations and goals that drive your business. You have ideas and plans outlined for your success. And you want a business partner that works side-by-side with you to achieve your objectives.
The Avnet Technology Solutions team of sales and marketing professionals appreciates having the opportunity to be part of your business, and we strive to keep the lines of communication open. As your business changes, we must change, ensuring we're delivering the products and services you need to be successful.
To complement the daily business conversations, we also want you to have a way to share your ideas and concerns. That's why we conduct monthly customer surveys. This process lets you provide additional feedback on what we do right and where we need improvement. We take your comments very seriously and use them to make changes to our business so we can better meet your needs. We've been doing this for more than a decade, and your feedback has had an invaluable impact. You've told us at a very specific level what we're doing well, and where we can do better.
In addition to the monthly surveys, we have a Voice of the Customer Steering Committee that consists of a cross-functional team of executives who look at all aspects of our business. This committee meets quarterly to review your comments, prioritize business needs and provide direction to the process improvement implementation teams. We also conduct weekly transaction follow-up surveys to get your feedback immediately following an order. This lets us do what it takes to ensure we are delivering a superior customer experience.
We encourage you to take a few minutes to read about some
of the initiatives we've highlighted on this site. And, if
you have ideas or comments, please take a moment to share
them via the feedback link at the bottom of the page.
We value our customer relationships and appreciate the confidence you have placed in us as a business partner. We'll continue to work hard to keep the dialogue going.
Thank you!
Send your feedback
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Avnet's pledge to our partners is this: We're listening to what you say, and we're taking action. What have you told us? Overall, you've given Avnet a positive satisfaction rating, but we realize we must strive for continuous improvement. That means working on issues you've said are important to you, including improving our delivery performance and increasing the availability and responsiveness of our inside sales team.
Here's how we're addressing those issues:
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Meeting Shipping Commitments
We're investing significantly in training and in enhancing tools that will enable our sales teams to set delivery expectations more accurately at the time of order placement.
Proactively Communicating Updated Shipping Commitments
We've launched a newly developed "Proactive Delivery Notification." Sent to our account teams once daily, these internal notifications are automatically generated e-mails that contain information about any order with a ship date that has changed. The benefit of the proactive notification is that our account teams can research the change and work with the customer to manage any negative impact caused by a change in supplier ship date.
Enhancing Responsiveness of Inside Sales
You've clearly communicated that your relationships with our inside sales team make the most critical impact on your overall experience with Avnet. The large majority of you told us that you have positive relationships with our inside sales team, and we appreciate that you recognize the talent and dedication of this team. However, you also perceive that there are internal processes and policies within Avnet that prevent the inside sales team from being as responsive and available to you as they could be.
Enhance Availability and Responsiveness
>> We're analyzing all of your feedback to identify best practices across the various selling organizations of Avnet Technology Solutions. We're focusing on responsiveness, frequency of contact, and understanding customer needs.
>> We're shaping our staff development strategies by using your feedback (both positive and constructive).
Improving Your Overall Experience
We've launched a new program designed to improve our customers' overall experience. This new program will help us meet or exceed your expectations in terms of service and quality throughout the entire sales/order/delivery/billing process (from opportunity to cash). The program promotes working together collaboratively to ensure your entire experience for every order runs smoothly and is a positive one. This new program was designed with direct input from Avnet employees in various solution and support groups. All customer-facing employees received training in this new program earlier this year.
Next Steps
We look forward to receiving feedback from you directly and through the Customer Loyalty Survey. Please visit this site often to see our progress in meeting your needs and ensuring your satisfaction.
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