Customer satisfaction is at an all-time high for independent parcel carrier Yodel, following the busy Black Friday and Christmas peak period.
The carrier handled over 22 million parcels in the five weeks running up to Christmas (Sunday 22nd November to Thursday 24th December), which includes the hectic cyber weekend promotional period.
At the same time, eDigitalResearch reported that consumer feedback on Yodel’s customer satisfaction levels reached an all-time high with 83% of online shoppers surveyed reporting a positive delivery experience*.
Keith Basnett, Yodel’s chief operating officer said: “Our focus for peak 2015 was on service and delivering a fantastic customer experience and we’re delighted that our efforts are reflected in the positive feedback received from consumers.”
Following 2014’s Black Friday promotions, which triggered a huge and unprecedented spike in parcel volumes across the industry, the company made a number of changes, including partnering with retailers’ marketing departments to ensure that the supply chain was included in promotional planning.
In addition it agreed daily parcel volumes with retailers in advance and placed limits on next day delivery capacity, encouraging its clients to spread the delivery of orders taken during flash sales.
Dick Stead, Yodel’s executive chairman added: “Our customer satisfaction levels have continued to improve in line with service performance and it’s particularly pleasing to see them hit record highs at our busiest time of year.”
The ongoing survey, which recently received its two millionth review, emphasise Yodel’s focus on customer experience. “Retailers are able to measure us on more than just service levels,” continued Dick. “Clients can see every review for every parcel they send. The feedback also allows our service centres and drivers to see their individual scores in real time. It helps us to share best practice and identify and resolve potential issues as they occur. The programme is driving change throughout our business, ranging from Christmas peak planning to product development.”
*Customer satisfaction (CSat): measured as the number of customers who have been satisfied/very satisfied with their experience. This compares with a retail average CSat of 78%.