Customer feedback

Océ is ensured of regular feedback from customers along different lines. First of all, direct user experience is generally channeled back through the sales and service organization, whose people visit the sites regularly and are well acquainted with the challenges of their customers. In addition, Océ uses a web based communication tool, the Merlin Tracking System, in order to structurally follow up on remarks and questions from customers about functionality issues.

A different aspect of customer feedback is customer satisfaction. To track this, Océ introduced the Océ Customer Experience Survey in three European countries in 2007. Apart from satisfaction with the solution, the survey also measures satisfaction with the way the Océ employees involved handled the job and the general quality of the response by the Océ organization. In the process, the system addresses the different persons involved in different phases of purchase and use, thus getting the information ‘from the lion’s mouth’. The email-based system is easy to use for the responding person, resulting in a very good response rate. In 2008 the system was thoroughly tested and adjusted and several new features were added during a prolonged pilot. In 2009, the web-based survey system was further improved and a new reporting tool developed. The reports provide detailed customer feedback and enable Océ to make an analysis of the performance of technicians and Océ products.

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