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2020 Accounts Payable Customer Service Survey

The work of accounts payable (AP) has a broad reach. It is one of the few departments that touches every department within a company as well as external parties. It plays an important role in the company’s supplier relationships.

As recipients of AP’s services, the vendors, internal employees and government agencies are AP’s “customers.” Internally, success or failure of AP’s interactions affects the reputation of the department. Externally, its interactions, especially with vendors, affect the reputation of the organization.

This survey reveals challenges, best practices, processes and tips for improved customer experiences.

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