OECM recently conducted the third wave of our Customer Satisfaction Survey to continue building on our commitment to understanding and enhancing customer experience. This survey focused on key areas, including overall customer satisfaction, drivers of satisfaction, and customer loyalty, while also measuring progress since previous survey waves.
We are pleased to share that the survey results demonstrate exceptionally high levels of customer satisfaction. The feedback we received highlights the continued value OECM delivers to our customers and reflects the positive impact of the enhancements we have made since earlier survey cycles.
- High Overall Satisfaction: More than nine in ten (91%) customers are satisfied with their overall experience, a 12% increase from our previously conducted survey.
- High Satisfaction with OECM Communications: The quality of OECM communications emerged as the key factor influencing customer satisfaction, particularly among executives: 91% of customers are satisfied with the communications they receive.
- The Majority of Customers Would Recommend OECM: An overwhelming majority of respondents expressed a high likelihood of recommending OECM as a collaborative sourcing partner, resulting in a net promoter score of 90.3.
- Understanding the Needs of the Customer: 86% of OECM customers agreed that OECM understands the evolving needs of the sector and tailors its products and services to meet those priorities.
- High Overall Satisfaction for Quality of OECM Products & Services: OECM customers reported even higher levels of satisfaction this year, with 90% expressing satisfaction with the quality of our products and services – an improvement of 11% since 2022.
Methodology and Participation
The survey was conducted by Nanos Research, an independent organization retained by OECM to ensure the objectivity and reliability of the findings. Over 280 OECM customers participated in the online survey, providing us with meaningful insights that will help guide our next steps as we strengthen our customer-focused approach.
We sincerely thank all participants. Your input plays a vital role in helping OECM measure, monitor, and deliver on key performance indicators while advancing our customer-centric service.
