Want to know more about our customer feedback programme?
Our Have Your Say programme has gathered live feedback from over 12 million customers since its launch in 2015. Shoppers are asked to rate their delivery experience including the attitude of our drivers and how we keep shoppers informed.
Customers can leave comments to help us understand what they like the most and what they would like to see from us in the future.
From insight to action...
Customer satisfaction has seen a significant rise since the introduction of our ‘Have Your Say’ programme. Yodel's CSAT has increased by 3.4% since 2015, and is up 13.4% year on year (May-19 - May-20), accompanied by a 8.7 point improvement in NPS since 2015, and up 26.9 points year on year (May-19 - May-20).
This is a direct result of being able to react quickly to feedback, ensuring customer issues can be resolved as soon as a survey response is received. The customer survey is also used to drive innovation and inform service enhancement decisions, particularly through the use of topical ‘guest questions’.
Our retailers can monitor feedback from their shoppers with direct access to our system and we can host guest questions in the survey on their behalf. As a carrier that works with our clients to help understand where there are opportunities to improve the customer experience, we go one step further than the statistics and can provide customer demographic profiles – enabling retailers to understand what makes their shoppers happy, and what they are demanding for the future.
Each of our service centres has access to the customer feedback for their area, and to ensure the voice of the customer is communicated to the final mile, so do our drivers.
The feedback that we receive from shoppers through the Have Your Say programme is helping us to define and transform our operation and service propositions. Our parcel countdown, two-hour delivery window and improvements in the user friendliness of our website were all driven by feedback from the Have Your Say programme, helping to improve customer satisfaction scores.
The programme has won and been nominated for a number of awards too.