In this white paper, we explore the results of our comprehensive 2025 research on customer experience in distribution, based on more than 27,500 customer responses. The findings reveal how experience is now the strongest driver of loyalty and growth in the wholesale distribution industry.

We found that:

• Strong customer experience drives loyalty and growth.
• Availability, service, and pricing matter most.
• Digital tools and visibility improve satisfaction.
• Internal metrics often miss customer reality.
• AI and people shifts move teams to higher-value work.

When you submit your data, your information will be shared with the sponsors of our program. We will also send you communications from Distribution Strategy Group, which you can unsubscribe from at any time. Our privacy policy can be found at distributionstrategy.com/privacy-policy.

Thank you to our sponsors:

About the author:

Jonathan Bein Ph.D. has worked with over 100 distributors to apply advanced analytics and AI to improve customer experience, define value proposition, estimate sales potential and create digital strategy.