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Evaluate and improve external suppliers' service to customers of a retail organisation

URN: PPL.E315
Business Sectors (Suites): Retail
Developed by: People 1st
Approved on: 2025

Overview

This standard is about evaluating feedback from customers of your retail organisation to decide how the service provided by external suppliers could be improved and encouraging suppliers to make improvements.

This standard is for staff who evaluate services of external suppliers
When you have completed this standard you will be able to demonstrate your understanding of and ability to:

  • Evaluate and improve external suppliers' service to customers of a retail organisation

Performance criteria

You must be able to:

  1. assess information objectively to identify external suppliers' overall quality of service to customers following your workplace procedures
  2. make evaluations that are consistent with the evidence gathered
  3. follow your workplace procedures to use evaluations to develop realistic and cost-effective improvements to customer service
  4. present the results of evaluations and suggestions for improvement clearly to external suppliers following your workplace procedures
  5. invite external suppliers to suggest improvements they can make
  6. accurately note agreements to improve customer service and report findings and agreed actions following your workplace procedures
  7. report your recommendations for action, if external suppliers do not improve service following your workplace procedures

Knowledge and Understanding

You need to know and understand:

  1. how to gather feedback to assist the evaluation process
  2. what the current level of customer satisfaction is with individual suppliers
  3. how to evaluate the quality of service given to customers by external suppliers
  4. the typical problems with services provided by external suppliers used by your workplace
  5. who to report your evaluations and recommendations to in your workplace
  6. how to present evaluations and suggestions to external suppliers and internal stakeholders
  7. what to do when external suppliers refuse to improve the quality of service

Scope/range

Scope Performance

Scope Knowledge

Values

Behaviours

Skills

Glossary

Links To Other NOS

External Links

Version Number

3

Indicative Review Date

2030

Validity

Current

Status

Original

Originating Organisation

Skillsmart Retail

Original URN

SSR.E315

Relevant Occupations

Managers and Senior Officials, Managers in Distribution, Storage and Retailing, Owner/Manager, Retail and Commercial Enterprise, Retailing and Wholesaling, Team Leader

SOC Code

7111

Keywords

Retailing; retailers; evaluates; evaluating; evaluations; improves; improving; improvements; services; provides; providing; providers