Newstrade wholesaler Dawson News is to review its procedures after an extensive survey of its independent customers.
Face-to face interviews with 1,100 independent retailers revealed that 58% believed the company offered good or excellent service, but highlighted areas of concern, with only 43% giving the same ratings to the quality of its communication.
Only 37% gave good or excellent ratings to the company's handling of order allocation and boxouts, with 28% rating this area as poor or very poor.
Trading director Terry Perry said: "We feel that the negative comments on standing orders reflect industry issues, but we will take the feedback further with focus groups to establish an action plan."