{"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":112,"nps_score":42,"promoters_pct":58.0,"passives_pct":26.0,"detractors_pct":16.0,"distribution":[{"score":0,"count":2},{"score":1,"count":1},{"score":2,"count":2},{"score":3,"count":2},{"score":4,"count":2},{"score":5,"count":4},{"score":6,"count":5},{"score":7,"count":13},{"score":8,"count":16},{"score":9,"count":33},{"score":10,"count":32}],"top_themes_promoters":["Reliability — 'Acme just works' recurs across 20+ verbatims.","Customer-success responsiveness, particularly during the SAP cXML go-lives.","Post-incident transparency (14 March 2026 outage RCA is repeatedly praised).","Consolidated monthly invoicing saves AP work — highlighted by 7 CFOs.","Account managers act as extensions of the customer's own supply-chain team."],"top_themes_detractors":["Portal UX feels dated compared to other suppliers' e-procurement fronts.","Self-service reporting is limited; customers still export to Excel for quarterly reviews.","OTIF volatility at the Lille-Lesquin DC during French bank-holiday weeks.","Pricing transparency on mid-tier volumes (Standard vs Premium) is confusing for mixed-tier accounts."],"verbatim_samples":[{"score":10,"quote":"We reference Acme internally when we train new buyers on how a supplier should behave. Incident comms in March were exemplary.","anonymised_role":"Head of Procurement, FR retail group"},{"score":10,"quote":"Monthly consolidated invoicing, honest RCAs, and a named CS lead who actually answers the phone. That's the bar.","anonymised_role":"CFO, BE manufacturing SME"},{"score":9,"quote":"Solid partner across three DCs for the last two years. Would recommend without hesitation.","anonymised_role":"Supply Chain Director, FR industrial group"},{"score":7,"quote":"Service is good. Portal needs investment — the competitors we evaluated last quarter have slicker UX.","anonymised_role":"Digital Procurement Lead, NL distributor"},{"score":5,"quote":"We had two OTIF misses at Lille in March. Service is mostly fine, but we expect more from a tier-one supplier.","anonymised_role":"Logistics Manager, FR retail DC"},{"score":3,"quote":"Too many clicks to get to a basic spend breakdown. I shouldn't need an Excel export to answer a CFO question.","anonymised_role":"Procurement Analyst, FR group"}],"action_plan":["Kick off a portal UX refresh with clickable prototypes by end of Q2 2026 (owner: Product / Design).","Ship self-service spend analytics (monthly, quarterly, YoY) with CSV export by end of Q3 2026 (owner: Product).","Add secondary carrier on the Lille-Lesquin lane for French bank-holiday weeks and measure OTIF impact (owner: Operations).","Publish a one-page cut-off and tier-comparison matrix in the portal to reduce pricing-transparency friction (owner: Customer Success).","Outreach campaign to the 16% detractor segment: named-CS-lead calls, 45 minutes, within 30 days of the survey (owner: Customer Success)."],"report_author":{"name":"Julien Mertens","title":"Customer Success Lead","date":"2026-04-14"}}