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Clients
We have clients in public and private sectors and in not-for-profit (third sector) organisations. We work with several local authorities, with many small to medium sized businesses as well as some very large companies. Some of the clients we have worked with recently are listed below.
private sector
Agrovista, Anson Packaging, Autoglass, Bayer Cropscience, Bio Product Laboratories, Cambridge Antibody Technology, Cambridge Building Society, Daimler-Chrysler, GlaxoSmithKline, ITT Industries(Jabsco), Mortgage Express, Roche.
Public/not for profit sectors
British Antarctic Survey, CITB, Cambridge Housing Society, Ealing Borough Council, Essex County Council, Herts County Council, Herts CVS, PRIME , Stevenage Borough Council.
Client Feedback - Net Promoter Score
Like most other organisations we want to increase the number of loyal customers we have. By loyal we mean customers who are completely satisfied, regularly repeat purchase and actively recommend our organisation to friends and/or colleagues. We have started to use “Net Promoter Score”, a framework and discipline supported by detailed empirical research, to help us understand how loyal our customers are. We believe it is a simple and effective way of collecting feedback which will help us to change and grow.
Overall we have been delighted with the results, they have been very positive in terms of the response rate and the scores and comments. The average score was 8 out of 10. Comments include: “Obsidian take the time and trouble to find out their client's requirement” “The results that we have achieved with Obsidian are extremely beneficial” “Quality partners with varied business backgrounds” “Prepared to challenge the status quo” “Everything you have done has been excellent”.
We are working with our clients to understand some of the feedback in more detail. And we are looking into ways we can improve the service we provide and meet our client needs more fully in a few specific areas. We intend to repeat the survey annually – and improve our average score!