Yodel is to launch a seven-day service in the Spring, its latest innovation to come about as a result of the company using its customer insight to drive innovation in the final mile, according to Neil Ashworth, CCO of Yodel and CEO of CollectPlus.
The company has also this week announced the launch of Inflight, following a pilot over the summer. It will be rolled out in full in the New Year and allows customers to change their delivery instructions up to an hour before the delivery is due.
Speaking at the InternetRetailing Conference last week Ashworth said the 7-day service was still being shaped by customer insight. “I’m not saying much as we are still listening to customers but we will build something that works for customers rather than what works for us as a delivery organisation,” he said.
Yodel has a database of more than 6 million customer responses that it has built over the past five years through its Have Your Say customer feedback programme and currently receives around 7,000 responses a day.
Ashworth said CollectPlus was also building its customer insight using lessons learnt to manage both its service and the network of often independent retailers that offer it.
He said the company’s customer insight helped shape the company’s services and sometimes throw up unexpected surprises – such as the fact that when the company was looking to launch a one-hour timeslot because it believed the market was moving that way its customer research showed that the majority actually preferred a two-hour slot and the company launched its Xpect service, which works with the new Inflight service, with a two-hour delivery window instead. “We are responding to the customer need today,” he said.
Yodel’s Inflight service, has also been helped by insight from the Your Say survey, said Ashworth. “The richness that we get enriches the way we develop products in the market,” he told delegates.
Image credit: Yodel