Independent parcel carrier Yodel has been shortlisted for the ‘Courier silver C’ award at this year’s National Courier Awards. Aimed at those who have gone the extra mile, Yodel has been nominated by Fellows of the Institute of Couriers. The carrier was put forward in recognition of its pioneering ‘Have Your Say’ customer feedback programme, which has driven change throughout the business.
Almost 1.9 million customers have already provided feedback on their Yodel delivery experience using ‘Have Your Say’. The ongoing programme captures customer’s views on their delivery experience and what they would like from the service in the future. The feedback collected is displayed in real time using a user friendly dashboard, which is shared with Yodel’s clients and throughout the business. The results help Yodel to identify and share best practice, react quickly and resolve issues, as well as develop enhancements in response to consumer demand.
Since the programme’s launch in March 2013, Yodel has recorded a significant rise in customer satisfaction, from 30 per cent in May 2013 up to 81 per cent*.
Dick Stead, executive chairman at Yodel, said: “Traditionally carriers have measured their performance purely against the service level agreements they have with their clients. The Have Your Say programme has allowed us to differentiate ourselves by putting the end customer at the heart of everything we do.
“The ‘Have Your Say’ tool provides us with data-rich customer insight and has allowed us to actively drive change throughout our business and help us to innovate for the future. Today every action we take, and everyone throughout our business is evaluated against the four key criteria that verified consumers completing the survey have told us matter the most – parcels arriving on time, in great condition, delivered with a great attitude and being kept informed throughout the process.
“We are delighted to be nominated for the National Courier Awards; this is a true reflection of how the industry is changing and the importance not just of the bill payer, but of the end consumer too.”
The awards ceremony will be held on Tuesday 27th October at Institute of Directors, Pall Mall, London.