Voice of the Customer specialists eDigitalResearch and independent parcel carrier Yodel are silver winners of the UK Customer Experience award in the Business Transformation category.
Nominated for Yodel’s industry-leading ‘Have Your Say’ customer feedback programme, eDigitalResearch and Yodel scooped the award after demonstrating the remarkable turnaround and transformation Yodel has made after introducing the tool back in March 2013.
Since that time, Yodel has seen its customer satisfaction increase by a staggering 49% – a figure that’s still rising as the parcel firm continues to implement both immediate local improvements and strategic long-term developments.
‘Have Your Say’ is the only programme of its kind within the delivery sector. Asking real customers to feedback on their Yodel experience allows the firm to closely monitor performance up and down the country. Customer feedback results are shared in real-time throughout the business via numerous interactive dashboards – drivers, service centres and head office can immediately see how end users rate their service, celebrate what went well and where they could improve for next time.
‘Have Your Say’ has driven improvement across all of Yodel’s service centres thanks to the sharing of best practice – drivers and regions who score consistently well are able to share their what works well for them and how others within Yodel’s business could implement similar practices.
Speaking after the awards, Chief Operating Officer at eDigitalResearch, Steve Brockway, comments, “It’s a yet another fantastic recognition of the work that Yodel is doing to transform and continually improve its business. Customer feedback is no longer just a survey, it’s a way of working – and Yodel has managed to truly embed the Voice of the Customer into the heart of what they do, shaping business decisions and empowering staff to deliver exceptional experiences.”
Yodel’s executive chairman Dick Stead added; “It’s a great honour to have the work that we’re doing recognised in this way. The Have Your Say programme is driving change throughout our business and informs every aspect of our strategy, from operations and recruitment to product development.”
Alongside the UK Customer Experience Awards, Yodel’s ‘Have Your Say’ has been nominated for a hat trick of awards across the retail and delivery sector – including The Chartered Institute of Logistics and Transport’s (CILT) Annual Awards for Excellence and the eCommerce Awards for Excellence, winners of which will be announced tonight during a prestigious ceremony in London.