Parcelforce Worldwide (UK) invests in customer experience

Parcelforce Worldwide has introduced a range of new services to improve the all-round collection and delivery experience for its business customers across the UK.

The move follows a successful restructure of the business that has driven up its quality of service to its highest level for a decade and cemented its position as one of the UK’s leading providers of express, time-guaranteed delivery services.

Parcelforce Worldwide, which consistently delivers 98 per cent of items on time, has invested in its web, tracking and customer enquiry operations to give its thousands of business customers even greater access to its range of services.

Parcelforce Worldwide’s Managing Director, Vanessa Leeson, said: “Some 98 per cent of parcels are consistently delivered on time, a standard which is the envy of the express, time-guaranteed delivery market.

“We know that our customers are delighted with this level of service, but we have not stood still. We are constantly striving for ways of improving the all-round customer experience.”

She explained: “Delivering on time is of paramount importance to our customers but they also want easy, convenient access to our services, quick and efficient customer services and up-to-date tracking information. We are also delivering on these.”

Parcelforce Worldwide has redesigned its website to improve the information available to customers on its range of express and time-guaranteed services. It has also developed and introduced new web-trading services, enabling customers to order collections and print labels online, as well as arrange redeliveries.

It has also invested in new, updated hand-held technology which is being used by all its drivers to ensure customers can access information on the progress of their parcel, from collection through to delivery, more quickly. This includes the ability to view and print a copy of the proof of delivery signature.

And Parcelforce Worldwide has added 24-hour voice recognition to its portfolio of customer service options – meaning customers can order a collection and track the progress of their parcel, or arrange for it to be redelivered, at any time of the day or night, seven days a week.
Ms Leeson added: “We have mastered the delivery of time-guaranteed parcels across the UK and the world, but we have looked closely at how we can make the whole parcel-sending experience better for our customers, using industry leading technology.

“We have 30,000 business contracts and those customers, from small and medium sized enterprises to national and global brands, are delighted with the investment we are making. It makes the whole process of sending and receiving a parcel so much easier.”