2020 DLA Supplier Feedback Survey and overall results

Supplier Feedback Survey graphic listing the four focus areasAs outlined in the DLA Industry Engagement Plan, DLA is placing an increased emphasis on its operations by capturing supplier feedback to better determine what factors drive supplier satisfaction and using those responses to drive internal change. 

In November 2020, the DLA Ombudsman Office launched its second survey to DLA’s suppliers, asking them to evaluate their experience conducting business with DLA from pre-solicitation through delivery and closeout. Specifically, the survey was designed to measure supplier attitudes about:

  • The effectiveness of DLA communications
  • The strength of its relationship with DLA
  • The supplier's growth potential working with DLA
  • The effectiveness of DLA processes

DLA invited more than 8,100 suppliers to participate that have done over $50,000 in business with DLA over the last two years (August 2018 – July 2020) and about 2,800 responded, a 34 percent response rate.

DLA is encouraged by the initial response and values the attention and feedback respondents provided to the survey. Responses provided candid and salient data on what’s working well in DLA’s supplier processes as well as those areas that need an increased focus and improvement. For example, the survey showed that DLA measured above "neutral" (above a "3" in a "1-5" response range) in all 17 attributes with its highest overall score for "trustworthy communications," and its lowest overall score for "timely resolution."

What this means for future supplier engagement

The DLA Supplier Feedback Survey is an important tool in strengthening supplier partnerships, which is key to ensuring a viable defense industrial base, generating innovative and efficient solutions and maintaining secure and resilient supply chains.

Based on the results, DLA is developing action plans that will refine DLA’s contractual practices and organizational behaviors with the ultimate goal of improving DLA processes and responsiveness to its partner suppliers.

2022 DLA Supplier Feedback Survey

DLA looks forward to increased supplier participation in its next survey in 2022 as this will yield more substantial data for DLA to act upon and drive better outcomes for those doing business with DLA.

Any questions regarding the survey may be sent to IndustryEngagement@dla.mil.

Supplier Survey News
Enterprisewide | March 23, 2021

DLA sees supplier favorability rise in 3 of 4 categories in 2020 survey

Early results of a 2020 survey that measures suppliers’ experience doing business with the Defense Logistics Agency during contract solicitation and post-award processes show positive improvements in attitudes in three of four overarching areas. 

Enterprisewide | Nov. 6, 2020

DLA to launch second supplier survey

DLA will release its second Supplier Survey Nov. 12 to collect data from more than 7,000 suppliers. Survey results will help the agency provide better customer satisfaction.

Enterprisewide | Dec. 21, 2020

DLA, industry strengthen partnerships to support warfighters

DLA Director Navy Vice Adm. Michelle Skubic and other agency senior leaders hosted a Demand Forecast webinar Dec. 17 with private-sector leaders from 11 associations to help them best respond to DLA’s anticipated contract requirements and notify them