Yodel at an all-time high for customer satisfaction following successful Christmas preparations
Yodel invested about £30 million in 2015 to prepare itself for the Christmas shopping peak, as well as the relatively new phenomena of Black Friday and Cyber Monday. The UK-based parcel delivery company also announced early in last year that it would be capping collections from retailers in line with pre-agreed volumes.
During Cyber Week, Yodel delivered 5,098,559 parcels, compared to 5,048,305 in the same period for 2014, representing an increase of only 1 percent. Understandably this has led some to question the validity of its investment.
2014 will always be known as the year that Yodel overstretched itself over Christmas, but this year the festive period ran smoothly for the company. Having delivered 22 million parcels in the five weeks running up to Christmas, Yodel’s customer satisfaction levels reached a record high, with 83 percent of online shoppers surveyed reporting a positive delivery experience. Yodel has now received over 2 million customer satisfaction reviews.
Dick Stead, Yodel’s executive chairman said: “Our customer satisfaction levels have continued to improve in line with service performance and it’s particularly pleasing to see them hit record highs at our busiest time of year.”
Yodel’s changes centred around partnering with retailers’ marketing departments to ensure that the supply chain was included in promotional planning, agreeing daily parcel volumes with retailers in advance and placing limits on next day delivery capacity. The company also encouraged clients to spread the delivery of orders taken during flash sales.