June 01 2015

Yodel Shortlisted for CILT Best Practise Award Yodel’s Customer Experience programme shortlisted for Best Practice award

Carrier's pioneering customer feedback tool reaches finals of the Chartered Institute of Logistics & Transport North West Region Awards

Independent parcel carrier, Yodel, which has its main administration office in Liverpool, has been shortlisted for the Chartered Institute of Logistics & Transport (CILT) North West Region, Best Practice Award for Freight Logistics. Yodel was chosen in recognition of its innovative customer experience management programme, 'Have Your Say'. The overall winner will be announced on Friday 26th June, at The Midland Hotel in Manchester.

To date, Yodel has received feedback on over 1.4 million deliveries via Yodel's unique 'Have Your Say' survey. The bespoke tool was developed in partnership with eDigitalResearch, and captures customers' real-time feedback on their Yodel delivery experience, allowing the business to identify and praise good service, address issues and implement 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 today*. This is due to its ability to react quickly and resolve issues as soon as the response is received as well as develop enhancements as a result of feedback.

The company has over 60 sites across the UK, with its main administration office in Liverpool's iconic Albert Docks and local service centres in Preston and Risley

*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%.