YODEL'S RESPONSE TO MONEYSAVINGEXPERT POLL
We are very disappointed by the results of the MoneySavingExpert poll but have serious concerns about its validity.
MoneySavingExpert’s poll is unverified and open to influence by parties with a vested interest in affecting the outcome of the survey. The results are inconsistent with the independent and verified feedback that customers are giving us on TrustPilot, which places Yodel ahead of all its main competitors*.
All TrustPilot ratings are verified by the
customer who has to enter their parcel tracking number. Our primary
concern here is that no such verification is required opening the
survey up to people who may have never used a particular delivery
service or to multiple votes from single users. The companies
listed in the poll also offer very different services, meaning that
it is not possible to draw a direct comparison between them.
CollectPlus, Yodel's click and collect network,
came second from top in the MoneySavingExpert poll yet the
collection and delivery service is performed by Yodel and shares a
common customer contact centre. This disparity highlights our
We have raised this with MoneySavingExpert but
have not yet received a response.
Yodel is committed to listening to consumer
feedback, surveying 6,500 customers every week, as well as
proactively reaching out to consumers on social media and offering
customer service via webchat, telephone, social media, feedback
forms on our website and email.
We deliver over 135 million parcels per year on
behalf of the UK's top retailers and between 1-24 December 2013
alone we handled over 14 million deliveries. When handling this
volume of parcels, we inevitably encounter occasional issues and
when these occur we apologise and seek to resolve them as quickly
We have introduced a number of major changes
throughout the business to improve the level of service that we
offer. Recent developments include proactive customer service on
social media; improved online tracking; the introduction of a
customer experience academy to provide consumer facing staff with a
recognised qualification in customer service; and new geo-tracking
software to pinpoint the exact location of every parcel every time
it is scanned. However, we do appreciate that there is always room
for further innovation and improvement of our service and we
welcome the client and consumer feedback that we receive.
We have been enormously encouraged that the
changes we have made are having a positive impact and this is
reflected by the number of clients who joined us last year and have
stayed with us because they judge our service levels to be as good
as, or better than, the competitor carriers they used to use.
We continue to look at new ways of meeting and
exceeding consumers' expectations and will continue to listen to
feedback and survey shoppers as we develop our services.
* As at 10 January 2014 Trust Pilot scores Yodel
at 4.5, ahead of a major competitor average of 2.8
10th January 2014