Yodel celebrates a million customer feedback responses with rise in satisfaction
Yodel, the UK’s leading independent parcel carrier, is celebrating after recording over one million customer feedback responses and a marked rise in satisfaction, thanks to the company’s unique customer experience management programme, Have Your Say.
The bespoke system, created for Yodel, was designed and is managed by Voice of the Customer specialist, eDigitalResearch.
Launched in March 2013, the programme was developed in response to a brief from Yodel. The carrier, along with most others in the industry, had long been measuring its performance on service levels, however with the rise in social media it became clear that there was an increasing need to listen not just to its retail clients but also to their consumers.
The programme is designed to gather feedback from shoppers on their entire delivery experience – from how they rated their delivery driver to the user friendliness of Yodel’s parcel tracking service and even what they would like from their delivery service in the future. Feedback is gathered via a number of channels – including Yodel’s online portal MyYodel.co.uk , as well as ‘in the moment’ email and text prompts.
Read more at yodel.co.uk