Yodel nominated for customer experience award

Parcel carrier Yodel has been shortlisted for the UK Customer Experience Awards 2015.

Alongside agency eDigitalResearch, they’re being recognised for their ‘Have Your Say’ customer feedback programme in the Business Change and Transformation category.

Yodel started working with eDigitalResearch back in March 2013 to help better understand and manage the end user’s experience. The press release says: “Since its launch, Have Your Say has received over 1.5 million responses from customers based on their real-time delivery experiences. Feedback and insight is then used to identify and praise good service, implement customer centric solutions and quickly resolve issues when they occur.”

Yodel claims to have recorded a significant rise in customer satisfaction since the introduction of ‘Have Your Say’, thanks in part to the ability to react quickly to feedback.

Commenting on behalf of Yodel, executive chairman, Dick Stead, added; “What started as a method of listening to customers has developed and our work with eDigital on the ‘Have Your Say’ survey now actively drives change throughout our business and helps us to innovate for the future. The survey is currently unique in the carrier industry and we’re delighted that the tangible results that we’re seeing are being recognised in this way.”