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 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.
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