Yodel is one of the largest delivery companies for B2B and B2C orders, serving many of the UK’s leading retailers
Yodel ‘Have Your Say’ celebrate 5 millionth customer feedback
Yodel have received their five millionth response to the Yodel ‘Have Your Say’ customer survey. Over 7,000 Yodel customers now share feedback via the award winning ‘Have Your Say’ platform every day, providing the parcel carrier with valuable insight into customer experiences.
The five millionth ‘Have Your Say’ respondent received a delivery from electrical goods and cleaning product manufacturer, Vax Ltd UK, who has been a client of Yodel’s for four years. The buyer registered ‘very positive’ customer satisfaction scores, and submitted a net promoter score of 10, the highest possible rating.
“Reaching the 5 millionth ‘Have Your Say’ milestone is a real achievement and testament to how important customer feedback is to our business and how it continuously drives our services and innovation.”
– Andrew Peeler, CEO, Yodel
Yodel ‘Have Your Say’ gives complete transparency for retailers
The interesting side of Yodel ‘Have Your Say’ is that retail partners are given access to their own customers’ feedback through real-time dashboards giving complete transparency to the courier’s performance. If Yodel screw up then it’s immediately obvious to the retailer and equally when they excel confidence in the carrier for the business is ensured.
Yodel provides retail partners with additional insight through demographic profiling and customer preference data, gathered via topical guest questions, which help drive service improvements across Yodel and its retail partners.
Following a design refresh of the Yodel ‘Have Your Say’ platform in November 2017, to provide a cleaner look and enhance user experience, customer response rates have steadily increased. The new, streamlined ‘Have Your Say’ layout improved both online and mobile functionality and led to an impressive 60% increase in customer responses in the first week following the design refresh. The updated ‘Have Your Say’ design has proved popular with younger shoppers, with the response rate from under 45s increasing by 60%.
But in truth, the survey is generally sent to recipients who have had a sucessfull delivery 1st time and is not sent to recipients who have raised issues. It’s a bit of a fix by Yodel who’s service is still very hot or miss.