Record breaking “cyber week” for Yodel

Despite it being the busiest week the company has ever faced, service levels throughout the period were the highest on record for 2015.

As a result, customer satisfaction has remained high with 86 per cent 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.

Yodel’s close partnerships with clients was key to customer satisfaction during this period. The carrier and retailers agreed in advance the number of parcels that would be accepted into the delivery network each day. It also placed limits on next day delivery capacity and spread handling and deliveries over the course of a week.

Yodel has invested £30 million to improve its efficiency and capacity –  initiatives include a new website, mechanical handling systems, sorting equipment, training, a larger fleet and new sites. This was in addition to 7,000 new recruits.

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.”