SAGE Knowledge Base

 
How Supplier Ratings Work 10218


Type: Info Publish Date: 10/16/2003 11:43:00 AM
Applies To: Online, Mobile Last Updated: 11/29/2012 12:36:03 AM
Platform: All Expiration Date:

Issue:
 
How does the SAGE supplier rating system work?


Solution:
 
Distributors can rate industry suppliers using SAGE's instant supplier rating service.  There are five categories for ratings:

- Customer Service: How you would rate the supplier's overall customer service and communication.

- Delivery:  Your impression of the delivery process.  Were published or agreed upon shipping schedules met?  Was packaging adequate?  Please do not consider carrier delays.

- Product Quality:  Quality of the product relative to your expectations based upon price, product photos, or samples.

- Decoration Quality:  Quality of the decoration (imprinting, personalization, etc.) relative to your expectations based upon imprint method, product photos, or samples.

- Problem Resolution:  Satisfaction related to concerns raised during the transaction in question (only if applicable).

For any area that is not applicable, the distributor can choose N/A to skip that category.

Distributors may rate suppliers using SAGE Online, SAGE Mobile, or via our website using the "Rate us now" link that is available for suppliers to provide to their customers.

When a distributor rates a supplier using any of these methods, the rating is instantly averaged with all of the ratings from other SAGE users who have rated that supplier for the specified category.  The ratings are also averaged together (from all categories) to form a single composite rating.  The average ratings are displayed in SAGE Online and SAGE Mobile for other distributors to see.  Along with the average ratings, SAGE Online and SAGE Mobile will display the total number of reports for each rating category.  The number of reports will increase as distributors rate the supplier.  Note that the number of reports will not increase when suppliers are re-rated by the same distributor, since the new rating just replaces the old rating.  SAGE Online also shows the rating trend, which is calcualed based on ratings from the prior twelve months only.

The reporting system is updated in real-time and distributors may change their rating at any time.  Changes are instantly reflected in the supplier's average.  Each distributor may rate each supplier only one time.  Therefore, when a distributor changes a supplier's rating, the old rating is removed from the average and the new one is added to the average.

The rating is based on the standard A+ to F system.  If a distributor tries to give a supplier all "F" ratings, the system will remind the distributor to rate the supplier in good faith on each of the respective categories (as it is unlikely that a supplier truly warrants all "F" ratings in every category).  Distributors are encouraged to rate all suppliers that they have worked with in the past.  However, the rating system is voluntary.

After a distributor rates a supplier, the distributor is asked to verify or update the supplier's rating again after 6 months to make sure that the ratings stay accurate and up-to-date.  In addition, ratings that are not verified or updated after two years are deleted so that the rating information stays fresh.

In addition to the actual ratings, distributors also have the option to include a comment to be sent to the supplier.  Note that these comments are not shared with other distributors.  They merely serve as a means to give feedback to the supplier.  This feedback is sent to the respective suppliers via email each day. 

Distributors may also choose to provide their contact infromation to the supplier so that the supplier can follow-up with them.  This is voluntary and distributors can submit ratings and comments whether or not they choose to provide their contact information.  However, we encourage distributors to provide comments and their contact information in order to provide the most helpful information possible to suppliers.

Please keep in mind that the ratings reflect subjective views of distributors in the industry.  SAGE does not add its own ratings and has no influence on the system.  Ratings are not adjusted or otherwise influenced in any way based on whether or not the supplier advertises with us or otherwise pays for SAGE services.  SAGE will not remove any ratings that have been legitimately posted by a distributor in good faith, since the ratings in that case do reflect that distributor's legitimate viewpoint.  SAGE does not arbitrate disputes among suppliers and distributors.  However, we will investigate any allegation that a rating appears to be made by mistake or is otherwise suspicious.  For example, if the supplier has never had any contact with the distributor that rated them. 

Suppliers are encouraged to follow the steps in the knowledge base article below to get as many ratings as possible.  Since comments and individual ratings are not disclosed, having a lot of ratings will help ensure that the supplier's average ratings stay consistent.


More Information:
 
Why Didn't the Supplier's Rating Change When I Rated Them?
Adding the SAGE "Rate Us Now" logo and link to your email signature or website.
Suggestions for suppliers to increase your number of ratings.


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