Feedback from the 2017 Oliver Harvey Customer Survey

This year, we received the biggest response to our annual customer survey yet. As such, there is more expectancy than ever for us to roll out significant changes that will make your experience with us that little bit more fulfilling.

This year, we received the biggest response to our annual customer survey yet. As such, there is more expectancy than ever for us to roll out significant changes that will make your experience with us that little bit more fulfilling. We have picked out eight key takeaways which you will see implemented over the coming weeks and months.

  1.  Maintaining the quality of our customer service

The results of the customer survey told us that our customer service is exceptional, with 95% of respondents rating us either 4 or 5 stars. While we are thrilled with this, there’s plenty of work still to do to win over the other 5%. We recognise that, from time to time, we will make mistakes, so it’s important for us to rectify any mistakes that we do make as quickly and painlessly as we can, and implement procedures to ensure that repeat mistakes do not happen.

  2.  Making order tracking for shipments clearer

We are going to be rolling out a website update which will allow you to track your orders when you log in. In addition to the emails you already receive from our courier, we will also send you emails to keep you informed. Note that if you order from us when you are not logged in you will not receive an email from us and will not be able to track your order on our website. We expect this update to be in place before the end of April.

  3.  The addition of more UK delivery options

We are making evaluating our delivery options a priority over the next few months. At the very least, we expect to be able to offer a “local delivery” option which will allow you to collect your delivery from a local shop. We will also be exploring our options for next-day and nominated day delivery.

  4.  Free UK delivery

At this moment in time, we are unable to offer free delivery as standard. If we did, we would have to raise the price of our products to compensate. As such, we will continue to offer free delivery on orders over £75 as we feel this the best option available for our customers.

  5.  Retaining the value for money of our products

The general consensus is that our products have excellent value for money, and we are extremely pleased to hear this. We didn’t raise any of our prices in 2016… and in 2017, you won’t see any price rises either.

  6.  Making international delivery less expensive

We do everything we can to get the best shipping rates for our overseas customers. 2017 will see us make more changes to overseas shipping than ever; already, we have lowered shipping to the USA from £35 to £25. For the Republic of Ireland, we have lowered shipping from £15 to £10, with free shipping on orders over £150.

  7.  Filling in the gaps in our product range

Many customers have identified gaps in our product ranges, with a particular focus on chef trousers, more apron styles and chef shoes. You can expect to see a new range of stylish chef shoes from market leaders Shoes For Crews before the year is out, while additions to our apron ranges, particularly our custom cross back apron selection, will be ongoing throughout the year. Rather than make sweeping changes to our chef trousers range, we feel that making improvements to our current range is a must. We intend to improve our Lancashire style trousers in line with your feedback, so expect to see a MKII version of those soon.

  8.  On freebies…

The only thing that our customers love more than our gear is the freebies packed in every order, specifically the Oliver Harvey Sharpies and air fresheners. Late last year you may have noticed that your order may not have had any freebies in them. In short, we ran out.

The good news is we have a big box of 5,000 ready to go. Rest assured that the sharpie is forever a freebie. Keep your eye out, though: you never know when we might surprise you with something new.