Independent parcel carrier Yodel has recorded the highest levels of customer satisfaction to date, according to the latest Have Your Say results from leading insight organisation eDigitalResearch.
Have Your Say is a revolutionary eDigitalResearch customer feedback programme that gathers the real-time views and opinions of Yodel’s end customers on their most recent deliveries. Since the launch of the programme in March 2013, Yodel has seen its customer satisfaction rise from 30% to an impressive 81%, above the average satisfaction rate for the retail industry.*
The programme gathers feedback from consumers on their entire delivery experience – from how they rated their delivery driver to the user friendliness of Yodel’s parcel tracking service and even what they would like from their delivery service in the future. They survey is open to all customers and available via email, SMS and on Yodel’s parcel tracking.
To date, over 1.5 million customers have provided feedback on their Yodel delivery experience, with each review being linked to the actual delivery reference, allowing the business to take action where required and to develop new, consumer centric solutions. Engaging with consumers has driven an increase in performance across the business and helped Yodel define what a great customer experience looks like.
The results can be cut in several different ways and are available in real time using a simple, user friendly dashboard. The dashboard is now being rolled out to Yodel’s retail clients, allowing them to see feedback as it comes in, and monitor the carrier’s performance by service, locality and even down to individual driver.
Insight and results from Have Your Say has been used to develop Yodel’s four new performance values on which every area of the business is now measured. The four simple values are based on what consumers have told the carrier was most important to them; delivering parcels on-time, in great condition, with a great attitude and keeping the business, client and consumer informed every step of the way.
Dick Stead, executive chairman at Yodel commented; “Previously, like other carriers, we measured our performance solely on service levels. Working with eDigitalResearch to create ‘Have Your Say’ has allowed us to listen to and understand consumers’ real views on their deliveries and what services they would like to see in the future. It has gone beyond a simple poll and is now actively used throughout our business, helping us to identify issues and opportunities and giving our clients and our colleagues complete transparency. I cannot underestimate the impact it has had on our organisation.”
Steve Brockway, Chief Operating Officer at eDigitalResearch, added; “The Have Your Say programme demonstrates how truly listening to customers and correctly interpreting results can have an overwhelming positive effect on your business and delight the people you serve. Since the introduction of Have Your Say, Yodel has transformed its business and is using customer experience and insight measures on a daily basis to continually improve. We wouldn’t be surprised if satisfaction rises again as Yodel continues to align its business with consumer wants and needs”.
The news comes just weeks after Yodel and eDigitalResearch were recognised at the Chartered Institute of Logistics and Transport (CILT) North West Region Awards as the winners of the Best Practice Award for Freight Logistics. The Have Your Say programme is also shortlisted for the Business Transformation award at this year’s UK Customer Experience Awards and the Freight Transport Best Practice category at the CILT’s national Annual Awards for Excellence.