July 01 2015

Yodel reaches shortlist for CILT annual awards for excellence

Parcel carrier Yodel has been shortlisted for the Chartered Institute of Logistics & Transport (CILT) National Annual Awards for Excellence in the Best Practice for Freight Transport category. Yodel was chosen in recognition of its innovative work with its bespoke Customer Experience Management programme, ‘Have Your Say’.

Some of the biggest names in the UK's logistics and transport industry feature on the shortlist for this year's prestigious event. The Awards will honour individuals, companies and other organisations, who and which have made major contributions to achieving higher and ever improving standards in logistics and transport operations during the last year.

To date, over 1.5 million customers have provided feedback on their Yodel delivery experience using 'Have Your Say'. Developed in partnership with Voice of the Customer specialist, eDigitalResearch, the tool captures customers' real-time feedback on their Yodel delivery experience allowing the business to resolve any issues which may have arisen and to develop new, customer-centric solutions.

Since the introduction of 'Have Your Say', Yodel has recorded a significant rise in customer satisfaction, from 30 per cent in May 2013 to 81 per cent*. This is due to its ability to react quickly and as well as the enhancements made as a result of feedback.  Last month the programme won at the CILT North West region's awards and has also recently been shortlisted for the UK Customer Experience Awards.

One of the major highlights of the Institute's calendar, the CILT Annual Awards for Excellence Dinner will take place on the evening of Thursday 22nd October 2015, at the London Lancaster Hotel. The evening will be hosted by Naga Munchetty, one of television's most popular news presenter and an avid golfer.

For further details about the awards and a full list of finalists visit ciltuk.org.uk.

*Customer satisfaction: Measured as the number of customers who have been satisfied / very satisfied with their experience. This compares with a retail average Customer Satisfaction score of 78%.