Want to know more about our Dashboards?
Our bespoke system gathers live feedback from customers on their delivery experience from start to finish. This includes the attitude of our staff, the user friendliness of our parcel tracking options and the option to give recommendations for what they would like to receive from their delivery service in the future.
Customer satisfaction has seen a significant rise since the introduction of 'Have Your Say', from 30% in May 2013 to 83% in December 2015
This is a direct result of being able to react quickly to feedback; ensuring consumer issues can be resolved as soon as a response is received. The consumer survey is also used to drive innovation and inform service enhancements.
Yodel gathers real-time customer feedback through a number of channels such including ‘in the moment’ email and SMS text messaging prompts.
Our clients have unlimited access to their customer dashboards, so that they can monitor and oversee daily feedback from their customers’ delivery experience. We also proactively step in when things don’t go to plan by assessing the impact of what went wrong and planning how to improve for the future.
Our Service Centres also regularly share the results of survey information with our drivers and couriers, along with real-time feedback on scanning compliance and customer queries to ensure that we’re delivering a great customer experience.
The dashboard features include:
- Customer feedback by delivery driver
- Verbatim customer comments
- The ability to drill down to any level of detail required
- Satisfaction levels tracked daily
- Real-time reporting
Our pioneering customer feedback tool has recently won the Chartered Institute of Logistics & Transport (CILT) North West Region Award for Education and Excellence.
Commenting on the win, Yodel's Director of Central Operations, Andrew Goodchild said;
"We're delighted that our customer feedback programme has been recognised with this prestigious award. Previously, like other carriers, we measured our performance solely on service levels. 'Have Your Say' allows us to listen to and understand consumers' views on their deliveries and what services they would like to see in the future."
eDigitalResearch and Yodel were recently able to add another award to the cabinet as silver winners at UK Customer Experience awards. Nominated for Yodel's industry-leading 'Have Your Say' customer feedback programme, eDigitalResearch and Yodel scooped the award after demonstrating the remarkable turnaround and transformation Yodel has made after introducing the tool back in March 2013.