Yodel customer satisfaction rises during busy peak
Yodel have had a stellar Christmas period delivering 11% more parcels in the four weeks up to and including Christmas Eve, compared with the same period in 2016, and a 28% increase in parcels in the week before Christmas.
At the same time customer service levels actually went up – unusual for any carrier when they’re operating at maximum capacity as this is the time of year for the most missed parcels or complaints that they were left in unsuitable locations. Yodel’s TrustPilot rating increased by 1.2 points over the Peak period, from 5.3 at the beginning of November, to 6.5 at the end of December 2017.
This TrustPilot feedback is also reflected in 82% of online shoppers, surveyed by the company’s Have Your Say survey, reporting they had a good or great delivery experience. Around 6,000 people per day rate deliveries by Yodel.
Yodel attribute some of the customer satisfaction increase to the new state of the art Business Control Tower which opened in September 2017 and was used to plan and execute a successful peak. The centralised control centre provided 24/7 visibility of the entire UK operation. The team, based in the Business Control Tower at Hatfield, analysed insights and trends; harnessed big data to improve vehicle tracking, enhancing service levels; and reacted to changes – such as road closures or bad weather – taking pre-emptive actions, and informing clients in real time.
“We’re delighted to see the increase in our TrustPilot rating over the Black Friday to Christmas period. Despite the snow and ice, and atypical shape of volume, which led to an unusually high number of parcels in the final week before Christmas, we were proud to successfully deliver millions of our clients’ promises.”
– Mike Cooper, CEO of Yodel
It would be fair to say that Yodel haven’t always had a great reputation and five or so years ago they were one of the couriers many suggested avoiding. That’s definitely no longer the case as their customer satisfaction ratings show and if you’re considering changing couriers in 2018 Yodel are well worth considering.