Key Takeaways from the Oliver Harvey 2016 Customer Survey

The key takeaways from Oliver Harvey's 2016 customer survey, complete with graphs and results analysis.

Each year, we ask our customers to give us feedback on our products, customer service and more in our customer survey. We would like to thank everyone who took time out of their day to participate, and rest assured your feedback will count.

After synthesising all of the information and data, here are some of the key takeaways from the survey. As always, we are being completely transparent and honest with the publishing of our results.

1)      Your voice still drives our brand forward

While we have made serious and impressive gains in terms of finding new customers via Google and Social Media, word of mouth remains and will hopefully remain a key source of growth. 25% of you discovered us via word of mouth, 18% from a colleague, and over 33% of you have already recommended Oliver Harvey to a friend or colleague, with over 63% intending to do so. Thank you so much for continuing to be the voice of our brand!

2)      We still lead the way in customer service

With a score of 9.09/10, our customer service remains industry-leading. Without a doubt, however, we will still continuously evaluate new ways of improving our services and relationships with our customers. Consistency across every customer is an area of focus, as is improved response time.

3)      More options for delivery and returns to make it even easier to buy

One of our main goals for improvement this year is our delivery services. As expected, you were very vocal about the speed and price of delivery, and we have taken this on board. We are currently looking at introducing both next-day delivery and prepaid returns this year alongside existing services we have, such as DPD’s delivery tracking.

4)      Expanding our apron range should be our key product focus

During the survey we asked several questions pertaining to our current and potential ranges of products. Overall, there is solid to keen interest in additions to all our current ranges, as well as the introduction of new ranges. Particularly, you have shown interest in seeing our current apron ranges expanded and developed. Watch this space.

5)      More detail needed online

Reading through some of your comments, we learned that developments to our website in terms of information need to take precedence this year. Particularly, we need to look at ways of making our product pages make up for the inability to try products on prior to purchase. More detail on our descriptions and imagery are a solution to this.

6)      Durability can still be improved upon

Comparing this year’s data to last year, we have made some small improvements to the longevity of our ranges, particularly the chef aprons. Continual quality improvement is central to how we operate, and all of your feedback will be taken into account.

7)      You still love us!

Generally, your feedback has been incredibly positive, and to those who left us such great and complimentary comments: thank you. They really motivate us to continue to improve our services and product ranges as we push on with our aim of bringing more Oliver Harvey to more places worldwide.

For graphs and insights from our customer survey, check out our infographic!