Yodel reports increases in volumes and customer satisfaction over Peak period
Yodel has reported that it saw increases in both its parcel volumes and customer satisfaction feedback over the Peak period.
In a statement sent to Post&Parcel today (4 January), Yodel said that it delivered 11% more parcels in the four weeks up to and including Christmas Eve, compared with the same period in 2016, and saw a 28% increase in parcels in the week before Christmas.
Meanwhile, its TrustPilot increased by 1.2 points over the Peak period, from 5.3 at the beginning of November, to 6.5 at the end of December 2017.
According to Yodel: “This TrustPilot feedback is also reflected in 82% of online shoppers, surveyed by the company’s Have Your Say survey, reporting they had a good or great delivery experience. Around 6,000 people per day rate deliveries by Yodel, which is used by major retailers, including Arcadia, Very.co.uk and Majestic Wine.”
Yodel said that the opening of its new Hatfield-based Business Control Tower in September helped it to plan and execute a successful Peak. The team “analysed insights and trends; harnessed big data to improve vehicle tracking, enhancing service levels; and reacted to changes – such as road closures or bad weather – taking pre-emptive actions, and informing clients in real time”.
Mike Cooper, CEO of Yodel, commented: “We’re delighted to see the increase in our TrustPilot rating over the Black Friday to Christmas period. 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.”
