PL&P Supplier Service Survey

Tuesday, December 9th, 2014

For the Winter 2013 issue, PL&P surveyed lighting and video professionals across Canada to find out their thoughts and preferences with regards to their working relationships with manufacturers and distributors. The same survey was sent out this year in order to see if opinions and experiences have changed. Here are the results…

When purchasing gear for your rental inventory, live production applications, or installations, do you primarily prefer to:

Audition similar products from a variety of brands to find the best

2013 – 0%

2014 – 5.56%

Stick with a brand/model based on past success, consistency, and reliability

2013- 19.05%

2014 – 11.11%

Research specs and consider external opinions to make a decision

2013- 9.52%

2014 – 22.22%

Consult a trusted distributor/retailer/consultant for recommendations

2013- 14.29%

2014 – 5.56%

A combination of the above

2013- 57.14%

2014 – 55.56%

Which of the following do you find most important in a manufacturer/distributor supplying product for your job?

Good initial training and ongoing support

2013 – 61.90%

2014 – 50%

Potential coast savings

2013 – 14.29%

2014 – 11.11%

Previous success on similar jobs/applications

2013 – 23.81%

2014 – 33.33%

In your opinion, which means of professional development and ongoing education do you feel will grow quickest in the coming years?

Manufacturer or distributor-led in-person training initiatives

2013 – 14.29%

2014 – 5.56%

Industry workshops, seminars, and panels

2013 – 19.05%

2014 – 11.11%

Online resources including webinars, demo videos, etc.

2013 – 52.38%

2014 – 77.78%

Individual exploration through available literature, publications, etc.

2013 – 9.52%

2014 – 0%

Other

2013 – 4.76

2014 – 5.56%

In your opinion, which means of professional development and ongoing training offers the best outcome for the investment?

Manufacturer or distributor-led in-person training initiatives

2013 – 38.10%

2014 – 33.33%

Industry workshops, seminars, and panels

2013 – 19.05%

2014 – 11.11%

Online resources including webinars, demo videos, etc.

2013 – 33.33%

2014 – 50%

Individual exploration through available literature, publications, etc.

2013 – 9.52%

2014 – 0%

Other

2013 – 0%

2014- 5.56%

Have you ever taken part in a lighting/video-related webinar, and what did you think of the experience?

I have, and found it quite valuable

2013 – 19.05%

2014 – 27.78%

I have, and found it somewhat valuable

2013 – 28.57%

2014 – 27.78%

I have, but was disappointed with the investment (time, financial, etc.)

2013 – 4.76%

2014 – 5.56%

I haven’t, but would should a topic of interest be presented

2013 – 38.10%

2014 – 38.89%

I haven’t, and don’t plan to

2013 – 9.52%

2014 – 0%

In the past five years, have you made a conscious decision to stop purchasing from a particular supplier?

Yes

2013 – 76.19%

2014 – 72.22%

No

2013 – 23.81%

2014 – 27.78%

If you answered “yes” to question #6, what led to that decision?

Poor product quality

2013 – 0%

2014 – 16.67%

Poor technical support

2013 – 28.57%

2014 – 27.78%

Poor or inconsistent service

2013 – 19.05%

2014 – 16.67%

Found a preferred supplier for that type of product

2013 – 23.81%

2014 – 11.11%

N/A

2013 – 19.05%

2014 – 27.78%

Other

2013 – 9.52%

2014 – 0%

Thinking of the best working relationship you have with a manufacturer/distributor, what does that company do to make the relationship work well?

“Treats me as an individual and remembers who I am despite being a low volume client from a volunteer run community theatre.”

“Has a marketing rep that brings in new product, understands our business and doesn’t waste my time with products that don’t meet our needs.”

“Listen to what I have to say and offers demos of product that do the job.”

“Respond to questions in a timely manner.”

“Becomes a business partner, sharing leads and market information. Usually the supplier can focus on its own market sector and can more easily gain insights that a dealer may not have the time on all products it sells.”

“To be reliable and transparent.”

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