Yodel’s innovative customer experience management programme, ‘Have Your Say’, has been shortlisted for a third national award, having reached the finals of the Best Innovation in eCommerce Delivery/Logistics category at the eCommerce Awards of Excellence in association with Chase Paymentech.
This latest announcement makes a hat trick of shortlistings for the independent parcel carrier, with its bespoke Have Your Say programme already shortlisted for the UK Customer Experience Awards and the CILT Annual Awards for Excellence.
Now in its 7th year, the eCommerce Awards for Excellence celebrate the very best the industry has to offer from groundbreaking innovations and campaigns to customer service excellence and revenue growth.
To date, over 1.5 million customers have provided feedback on their Yodel delivery experience using Yodel’s ‘Have Your Say’ survey. Developed in partnership with Voice of the Customer specialist, eDigitalResearch, the tool captures customers’ real-time feedback on their latest Yodel delivery experience.
Since the introduction of ‘Have Your Say’, Yodel has recorded a significant rise in customer satisfaction, from 30 per cent in May 2013 to 80 per cent today*. This is due to its ability to identify best practice, react quickly and resolve issues if required, as well as develop enhancements in response to the feedback received.
The eCommerce Awards for Excellence winners will be announced in front of more than 500 eCommerce professionals on September 30th at Park Plaza Riverbank London.
*Customer satisfaction: Measured as the number of customers who have been satisfied / very satisfied with their experience. This compares with a retail average CSat of 78%.