Peak 2020: Our most successful Peak so far
The festive season is our busiest time of year, and the amazing team effort from colleagues around the business led to our 2020 Peak exceeding performance from any previous years success, by delivering 39.9% more parcels.
We’re thrilled to announce that our 2020 Peak saw record breaking volumes through our network, as we delivered over 27 million parcels.
This success is down to our advanced planning and the expertise in our operation, the teamwork within our support functions, colleague performance and the collaborative approach we have with our clients.
Throughout the peak period we were thrilled that our customer satisfaction score averaged at a high, with 87.53% of customers reporting on their positive delivery experience through our customer feedback programme, Have Your Say. That's an impressive increase of 2% on Peak 2019, and 5% on Peak 2018. We also had positive Net Promoter Score growth to 60, an increase of 1.8 compared to Peak 2019.
Customers also reviewed their positive delivery experiences via Trustpilot, meaning our TrustScore remained as Excellent at 4.5.
We delivered significantly more promises than any previous Peak, whilst maintaining exceptional service levels with an average of 98.77% deliveries ‘Attempted On Time’.
Peak 2020's positive outcome was down to many factors, including:
Investments in our people and driver training
Our new Driver and Courier App allowing operational colleagues to work with more ease
Our client portal eRin, giving our clients secure access and visibility of their parcels through our network at all times
This was a fantastic team effort from everyone at Yodel, which resulted in delighted customers and our most successful Peak operation so far. We endeavour to build on our success and look forward to a fantastic 2021.
To learn more about our services or to speak to one of our team, fill out your details to the right and we will get back in touch.
*Figures for peak were measured from the 15th November 2020 – 2nd January 2021.
Source: Yodel’s Report Centre & Have Your Say programme, January 2021.