March 27 2018

Our premium service is helping our clients hit the high notes

Our Xpect service is getting rave reviews and helping our clients to achieve high levels of satisfaction from their customers.

Xpect is proving extremely popular with shoppers and feedback from our Have Your Say survey shows it’s having a real impact on how customers perceive and rate their delivery experience.

A premium service, Xpect offers next day, two day or pre-12pm delivery, with a two hour window communicated to the customer on the morning of delivery.  It is available six days a week as standard, with both signature and leave-safe options. Over 94 per cent of our deliveries achieve the two-hour window. Our Xpect Returns service offers home collection within a two hour window.

Xpect meets the needs of customers who don’t want to be tied to the house for the day, as customer feedback showed us that a two-hour collection window was ideal for customers as it gives people the freedom to plan their activities around their delivery.  

Since launching the service, customer feedback has been strong – to the extent that Xpect has now overtaken all other Yodel services in terms of Net Promoter Score. Responding to our survey, customers say they are kept well informed about the progress of parcels and praised the ‘commendably short’ delivery window.

Clients that migrated onto this new service have seen a huge boost in customer satisfaction ratings with growth of between 5 and 8 points improvement in their customers’ Net Promoter Score – a clear result of positive impact on the customer experience.

We’re delighted with the positive impact that this service is having on the market. We’re committed to listening to customers and implementing feedback, to ensure we’re creating outstanding, highly-responsive, delivery solutions.

If you would like to know more about our Xpect service and how to understand the drivers of your NPS score, enter your details on the right-hand side form.