Oyster staff and customer survey

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What you told us you want to be known for

1. Technology driven, a disruptor brand, driven by service

2. We do what we say we’ll do, honestly with integrity, we genuinely want to help

3. We want the experience to be personable, make you feel valued, we hope to be on first name terms

4. We want to go the extra mile finding other solutions to problems using the latest technology to drive a better result

What you told us

1. Heavily biased on the education market but not as profitable as other sectors. Would like a wider reach both geographical and type of customers

2. We’re not the cheapest or the most expensive, we believe we offer value with the collection of products we offer

3. A watch out is Oyster sell’s itself on when the product fails you are there when needed. This seems really odd and you’re selling a negative

4. Brands Oyster admire are premium. Land Rover (even though they are unreliable), Rolex, Selfridges, Audi, Booths

We asked a small sample of customers 11 questions

1. How did you come across Oyster as a potential Print Solutions Partner?

2. Why did you choose Oyster over others you met or received a quote from?

3. How did the Oyster range compare to others you may have met or received a quote from?

4. How easy was it to understand the quote and pricing you received from Oyster compared to others?

We asked some of your customers 11 questions

5. How important is price to you over service?

6. What is most important to you when it comes to customer service?

7. Do you trust Oyster to get everything right?

8. How has your experience with Oyster been so far?

9. What else could Oyster do to make your life easier?

We asked some of your customers 11 questions

10. Are Oyster easy to deal with?

11. Anything else you would like to say about Oyster or the Print Solutions industry that would help Oyster to be better?

What your customers told us

1. They are loyal . They remember you when contracts are up for renewal and they talk to each other. You are responsive and helpful with a good understanding of your customer

2. Your range is similar to others (which could be a watch out) and your quoting system is fairly simple to understand with help

3. Service and price appear to go hand in hand with customers prepared to pay a little more for better service. We just need to get the message across

4. You are trusted, they rate the team from account managers to support on the phone

What your customers told us

5. Another customer made reference to price being the driving factor but said the whole relationship fails without good service. They rated being able to speak to some and reaction times high

6. Customers like to be able to talk to a human being and having contact other than at renewal. Oyster are good at keeping in touch

7. Your customers recommend you as they fully trust the level of service you provide them. They like the regular contact and quarterly visits from their account manager

What does all that look like for Oyster…

OYSTER are Expert, friendly and personal

1. We’re Expert and Friendly. We’re clear, concise and always put people first

2. Its personal. Its not about us, its about everyone. We always do the right thing even when nobody is watching

3. We’re human. We use normal words not jargon. We’re grown up, natural and warm

4. We’re Clear. We get to the point quickly, straight talking with no waffle, but always professional

Brands OYSTER admires or aspires to be

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