Yodel tell us that they handled a record breaking 5,098,559 parcels between Thursday 26th November and Wednesday 2nd December, which includes Black Friday and Cyber Monday.
Service levels throughout the period were the highest on record for 2015 despite it being the busiest week the company has ever faced. As a result, customer satisfaction has remained high with 86% of online shoppers saying they had a positive delivery experience*. During the same week in 2014 this figure dipped as low as 73 per cent.
It’s well worth remembering that it was this week in 2014 that Yodel’s network was overwhelmed and they ran out of empty trailers forcing them to suspend collections for a couple of days.
Yodel say that one of the key factors in delivering great customer experience was their close partnerships with clients. The carrier and retailers agreed in advance the number of parcels that would be accepted into the delivery network each day. Yodel also placed limits on next day delivery capacity and spread handling and deliveries over the course of a week – including Sunday 29th November – between Black Friday and Cyber Monday.
Dick Stead, Yodel’s executive chairman, said; “We wanted this year’s festive peak to start smoothly and it undoubtedly has. Everyone’s worked incredibly hard to deliver for our clients and for the consumers who shopped online. Firmly agreeing volumes with retailers in advance of Black Friday and Cyber Monday was the right thing to do. We only accepted what we were equipped to deliver, which means everyone from staff to shoppers are happy“.
He added “But we’re not complacent. We still have just over two weeks to go until Christmas and are expecting high parcel volumes to continue. We’ll be battling snow, high winds, transport disruption and more to make our deliveries. It’s down to the incredibly hard work of our teams and our preparation that we’re able to do this.”
5 Responses
Things must be improving at Yodel, our local driver has updated his Peugeot 205 for a 10 year old Escort Van with wide rims and a rude boy body kit.
their business is delivery whats so special about actually delivering?
Thats a lot of parcels to wang over fences.
“As a result, customer satisfaction has remained high with 86% of online shoppers saying they had a positive delivery experience”.. So that’s 14% of 5,000,000 not happy…. um…. a mere 700,000 dissatisfied customers in a weekend. That’s pretty good going for Yodel!! I just hope that 86% satisfaction doesn’t result in 86% postive feedback for sellers that use them!
86% positive isn’t anywhere near good enough for ebay!
Thank god we don’t have to use these idiots anymore, this Christmas has been a breeze without them.