{"vendor":{"name":"Acme Supplies SRL","address":"Rue de la Loi 100, 1040 Brussels, Belgium","contact_email":"customer-success@acme-supplies.be"},"period":{"start":"2026-01-01","end":"2026-03-31","label":"Q1 2026"},"respondents_total":34,"response_rate_pct":68.0,"average_score":4.2,"score_scale":5,"distribution":[{"bucket":"5 (excellent)","count":14,"pct":41.2},{"bucket":"4 (good)","count":13,"pct":38.2},{"bucket":"3 (neutral)","count":4,"pct":11.8},{"bucket":"2 (poor)","count":2,"pct":5.9},{"bucket":"1 (very poor)","count":1,"pct":2.9}],"top_themes_positive":["Reliability of order acknowledgement and delivery windows at the primary distribution centres.","Responsiveness of the Customer Success team, in particular during the SAP S/4HANA integration.","Clarity of invoices and the new monthly consolidated invoice option.","Proactive communication during the 14 March 2026 portal incident (SEC-2026-014)."],"top_themes_negative":["Portal search relevance on long-tail SKUs — customers report needing 2-3 queries to find the right item.","OTIF slippage at the Lille-Lesquin DC during bank-holiday weeks.","Limited self-service reporting inside the portal (customers still export to Excel for quarterly reviews).","Inconsistent cut-off times between the Standard and Premium tiers created confusion for mixed-tier accounts."],"verbatim_samples":[{"rating":5,"quote":"Acme handled the March portal incident with textbook transparency. The RCA was in our inbox before I had to ask for it.","anonymised_role":"Head of Supply Chain, mid-size FR retailer"},{"rating":5,"quote":"Consolidated monthly invoicing is a game-changer for our AP team — we've reclaimed half a headcount's worth of work.","anonymised_role":"CFO, BE manufacturing SME"},{"rating":4,"quote":"Service is solid and predictable. Would like faster self-service spend-analytics in the portal.","anonymised_role":"Procurement Lead, FR industrial group"},{"rating":3,"quote":"Good people, good service, but the portal feels dated compared to our other suppliers.","anonymised_role":"Operations Director, NL distributor"},{"rating":2,"quote":"Two OTIF misses at Lille in the same month hurt our own customer SLAs. Expect more from the Premium tier.","anonymised_role":"Logistics Manager, FR retail DC"}],"action_plan":["Ship portal search v2 with fuzzy matching and SKU synonyms by end of Q2 2026 (owner: Product).","Add a secondary carrier on the Lille-Lesquin lane during French bank-holiday weeks (owner: Operations).","Release self-service spend analytics (monthly, quarterly, YoY) in the portal by end of Q3 2026 (owner: Product).","Publish a unified cut-off-time matrix across tiers and make it the single source of truth in the portal (owner: Customer Success).","Re-run the CSAT survey at the end of Q2 2026 to measure the impact of the above actions."],"report_author":{"name":"Julien Mertens","title":"Customer Success Lead","date":"2026-04-14"}}