Yodel have won the innovation distinction award at this year’s 19th annual National Courier Awards. Yodel were nominated by Fellows of the Institute of Couriers and received the award in recognition of their ‘Have Your Say’ customer feedback programme, which has driven change throughout the business.
To date, customers have provided Yodel with feedback on almost 1.9 million deliveries by taking part in the ‘Have Your Say’ survey. The ongoing programme continues to capture customers’ views on their delivery experience and what they would like from the service in the future.
From personal experience Yodel have improved massively in the last year or so. Parcels I’ve had delivered have arrived on time and during the day rather than the evening. To encourage parcel recipients to complete customer feedback they offer a monthly draw for £200 of high street gift vouchers for completing feedback.
There really is no where for Yodel to hide with ‘Have Your Say’. The feedback collected is displayed in real-time and shared with Yodel’s clients who have unlimited access to their customer dashboards. Yodel customers get to see: Customer feedback by delivery driver; Verbatim customer comments; The ability to drill down to any level of detail required; Satisfaction levels tracked daily; and Real-time reporting.
The results help Yodel to identify and share best practice, react quickly and resolve issues, as well as develop enhancements in response to consumer demand.
Dick Stead, executive chairman at Yodel, said: “The programme has allowed us to differentiate ourselves by putting the end customer at the heart of everything we do and to focus on the four key criteria that consumers completing the survey have told us matter the most – parcels arriving on time, in great condition, delivered with a great attitude and being kept informed throughout the process”.