Yodel saw customer satisfaction rise over the Christmas period despite a marked increase in volume during Cyber Week, as well as a 28% increase in parcels in the week before Christmas. In the four weeks to Christmas Eve Yodel delivered 11% more parcels compared to the same period last year.
The company’s TrustPilot rating increased by 1.2 points over the peak period, up from 5.3 at the beginning of November to 6.5 at the end of December. Meanwhile, in the company’s Have Your Say survey 82% of online shoppers reported they had a good or great delivery experience.
Part of the peak success is thanks to the company’s new Business Control Tower, according to Mike Cooper, CEO of Yodel. The new centre opened in Hatfield in September and provided 24/7 visibility of the entire UK operation.
Cooper said he was pleased to see customer satisfaction rise. “Despite the snow and ice, and atypical shape of volume, which led to an unusually high number of parcels in the final week before Christmas, we were proud to successfully deliver millions of our clients’ promises.
“We strengthened our operational leadership team earlier this year, recruiting some experienced former retailers to prepare for peak and support our operational turnaround. Over the past few months, we have seen consistently high levels of service, and the expertise of this new team has helped to progress our wider business transformation. As we continue our drive to improve service and customer experience, we are encouraged with how we performed over our busiest time of year, and enter 2018 with a renewed emphasis on driving improvements to the service we offer clients and to their customers,” he said.
Image credit: Yodel