Customers share love with Yodel on Valentine’s Day as it reaches 20m customer review milestone
UK independent parcel carrier, Yodel, has announced that it has reached 20 million reviews through its customer feedback programme, Have Your Say, after another successful Valentine’s Day. Yodel has invested heavily in its specialist handling capabilities in recent years and delivers over 200,000 bouquets every month, with a significant spike over Valentine's and Mother's Day.
During the Valentine’s period, it saw an improvement in customer satisfaction in flower deliveries, increasing by 8.3% YOY. In addition, a total of 4484 Trust Pilot reviews were received during 13th – 14th Feb with a 4 or 5* rating. Euroflorist saw the strongest improvement in customer satisfaction for the second year running (+11.6%).
Yodel has specialist sort facilities in Shaw and Wednesbury for flowers and other delicate items, such as wine and fresh food, delivering on behalf of major floral retailers such as Euroflorist. The sites feature dedicated sortation systems ‘Merlin’ and ‘Merlin2’ which are capable of handling items up to 1.8m long and 0.9m wide and significantly increase the speed and efficiency of the ‘out of gauge’ parcel sorting process
The Have Your Say feedback programme, which launched in 2015, is the most accurate way to measure Yodel’s service levels and customer satisfaction as it is independently moderated and based on real customer interactions with the business. It asks all Yodel customers to rate their delivery experience on a range of factors including the attitude of its drivers and how information is communicated, helping the company to understand customer experiences from different perspectives.
Based on the feedback received from customers, Yodel’s customer service operations have seen further investment, with improvements made across various aspects of the business, including the introduction of a 2-hour delivery window on the customer app, and the improvement of the driver app which provides drivers with their route and allows them to upload photos to show customers where their parcel has been delivered. End-to-end resolution for customer queries has also fallen by almost 50% due to the improvement in driver engagement, quality and attitude.
Carl Moore, COO at Yodel, said: “As a specialist carrier for flowers, we understand that excellent service is particularly important during occasions such as Valentine’s Day and listening to customers feedback is our upmost priority. We are very proud to have reached 20 million Have Your Say reviews, showing our commitment to delivering customer’s parcels on time, in great condition, and with updated technology that allows us to continue to keep customers informed about their deliveries from start to finish.”
“We’re looking forward to improving our services even further, using the Have Your Say reviews programme to deliver transparent and consistent experiences for our customers.”
Paul Isaia, UK & Ireland Regional Director at Euroflorist, said: “Valentine's Day is one of our most crucial times of the year at eFlorist. Yodel’s commitment to understanding what customers want through feedback ensures that we can deliver flowers and gifts on time and in great condition”.
Yodel’s award-winning Have Your Say survey is run in partnership with Maru/Matchbox.