Yodel wins Best Practice Award for customer experience programme
Independent parcel carrier Yodel, which has its main office in Liverpool, took home the coveted Best P...
Independent parcel carrier Yodel, which has its main office in Liverpool, took home the coveted Best Practice Award for Freight Logistics at this year’s prestigious CILT North West Region Awards for Education and Excellence. The ceremony was held at The Midland Hotel in Manchester on Friday (26 June), where Yodel scooped the award for its innovative ‘Have Your Say’ customer experience management programme.
The glittering ceremony was hosted by the BBC’s Dave Guest and attended by over 200 executives from across the freight and transport industry.
To date Yodel’s unique ‘Have Your Say’ survey has received feedback on over 1.4 million deliveries. The bespoke tool was developed in partnership with eDigitalResearch and enables Yodel to capture real-time reactions from customers on their individual delivery experiences. The business uses this information to identify and praise good service, implement customer centric solutions and quickly resolve issues when they occur.
Yodel, which handles over 155 million parcels a year on behalf of the UK’s top retailers, has recorded a significant rise in customer satisfaction since the introduction of ‘Have Your Say’, from 30 percent in May 2013 to 81 percent currently. This is a result of being able to react quickly to the feedback, ensuring consumer issues can be resolved as soon as a response is received. The consumer survey is also used to drive innovation and inform service enhancements.
Unique to Yodel, the carrier also shares the results with clients, via a user friendly dashboard, offering them complete transparency and insight into their customers’ views.
Commenting on the win, Yodel’s Director of Central Operations, Andrew Goodchild, who accepted the award on Yodel’s behalf, said; “We’re delighted that our customer feedback programme has been recognised with this prestigious award. Previously, like other carriers, we measured our performance solely on service levels. ‘Have Your Say’ allows us to listen to and understand consumers’ views on their deliveries and what services they would like to see in the future.”
The delivery company has over 60 sites across the UK, with a main office in Liverpool’s iconic Albert Docks and local service centres in Preston and Risley.
Yodel will find out next month whether it has secured a place at the CILT’s National Awards for Excellence, which will be held in London in October.
DON’T FORGET: Our exclusive interview with Yodel Chief Executive Chairman, Dick Stead, will be appearing in the July issue of Supply Chain Digital magazine.
DHL Claim Multi-Sector Collaboration Key to Fighting COVID
Since January, global logistics leader DHL has distributed more than 200 million doses of the COVID vaccine to 120+ countries around the globe. While the US and UK recently rolled out immunisation plans to most citizens, countries with less developed infrastructure still desperately need more doses. In the United Arab Emirates (UAE), which currently has one of the highest per-capita immunisation rates, the government set up storage facilities to cover domestic and international demand. But storage, as we’ve learned, is little help if you can’t transport the goods.
This is where logistics leaders such as DHL make their impact. The company built over 50 new partnerships, bilateral and multilateral, to collaborate with pharmaceutical and private sector firms. With more than 350 DHL centres pressed into service, the group operated 9,000+ flights to ship the vaccine where it needed to go.
With new pandemic knowledge, DHL just released its “Revisiting Pandemic Resilience” white paper, which examined the role of logistics and supply chain companies in handling COVID-19. As Thomas Ellman, Head of Clinical Trials Logistics at DHL, said: “The past one year has highlighted the importance of logistics and supply chain management to manage the pandemic, ensure business continuity and protect public health. It has also shown us that together we are stronger”.
Multisector partnerships, DHL said, enabled rapid, effective vaccine distribution. While international scientists developed a vaccine in record time—five times faster than any other vaccine in history—manufacturers ramped up production and logistics teams rolled out distribution three times faster than expected. When commercial routes faced backups, logistics operators worked with military officers to transport vaccines via helicopters and boats.
In the UAE, the public-private HOPE Consortium distributed billions of COVID-19 doses to its civilians as well as other countries in need by partnering with commercial organisations such as DHL. For the first time, apropo for an unprecedented pandemic, logistics companies made strong connections with public health and government.
“While the race against the virus continues, leveraging the power of such collaborations and data analytics will be key”, said Katja Busch, Chief Commercial Officer DHL and Head of DHL Customer Solutions & Innovation. “We need to remain prepared for high patient and vaccine volumes, maintain logistics infrastructure and capacity, while planning for seasonal fluctuations by providing a stable and well-equipped platform for the years to come”.
How Do We Sustain Immunisation?
By the end of 2021, experts estimate that we need approximately 10 billion doses of vaccines—many of which will be shipped to areas of the world, such as India, South Africa, and Brazil, that lack significant infrastructure. This is perhaps the greatest divide between countries that have rolled out successful immunisation programmes and those that have not. As Busch noted, “the UAE’s significant investments in creating robust air, sea, and land infrastructure facilitated logistics and vaccine distribution, helping us keep supply chains resilient”.
Neither is the novel coronavirus a one-time affair. If predictions hold, COVID will be similar to seasonal colds or the flu: here to stay. When fall comes around each year, governments will need to vaccinate the world as quickly as possible to ensure long-term immunisation against the virus. This time, logistics companies must be better prepared.
Yet global immunisation, year after year, is no small order. To keep reinfection rates low and slow the spread of COVID, governments will likely need 7-9 billion annual doses of the vaccine to meet that mark. And if DHL’s white paper is any judge of success, multi-sector supply chain partnerships will set the gold standard.