At Yodel, delivering promises for all customers is our primary goal. Our customer base reflects the entire country and we are constantly enhancing our services, features and our website and communications to ensure everyone can easily receive their parcels.
Parcel delivery
We understand that some customers may need a little extra support to receive their parcels and we have developed our app and the My Account section on www.yodel.co.uk to allow customers to provide additional information to our drivers in the ‘Special Instructions’ free text box.
Customers can choose a default safe place location or neighbour that our driver can deliver to if they are unable to accept their parcel. For each individual parcel delivery, customers can select a one-off preferred alternative delivery location. Our ‘Property Notes’ section in My Account or the Yodel app means additional details can be entered that are given to our drivers to make sure customers can receive their delivery easily. Here, you can tell the driver to knock louder or wait an extra few minutes for someone to get to the door.
Our partnership with what3words means customers are able to pinpoint their desired delivery location to within metres in the Yodel app. This information is then shared with our driver to help them find more difficult to locate delivery addresses, or tell us exactly where your preferred safe place is.
For every parcel tracked on the app, customers will receive a two hour delivery window to help plan their day.
Contacting our Customer Service
We know that sometimes you may need to get in touch with our team for a little extra help receiving or sending your parcel, which is why we have a built an accessible customer service team that can be contacted through a variety of different channels, so customers can choose the best method for them.
Our Live Chat is available 6 days a week, from first thing in the morning through to 8pm in the evening, with the opening hours extended for busier periods. Customers can access real advisors without interacting with chatbots. For those who are unable to use visual contact methods or prefer to call, our telephone line provides real-time tracking information and the ability to speak to a real person. If a follow up is needed, customers can choose what is the best channel for them for our team to get in touch – this can be a telephone call or via email.
Our dedicated Vulnerable Customer process has been put in place by our Customer Service team to ensure all customers are given the additional support needed to receive their parcel.
Website, app & communication channels
To ensure maximum accessibility for all users, within our designs for our website app and additional platforms or communication channels, we use a range of tools and techniques. Firstly, through our design system, we integrate clear focus indicators to ensure interactive elements are easily navigable via keyboards, benefitting users with varied abilities.
To validate and maintain adherence to accessibility standards, we use browser extensions to cross reference designs with guidelines such as WCAG (Web Content Accessibility Guidelines). We also test all designs through application plugins and colour contrast tools to guarantee sufficient differentiation for users with visual impairments or colour blindness.
Additionally, we prioritise responsive design principles to deliver seamless adaptability across different devices and screen sizes, improving the experience and usability for all users.
