Small steps are driving big results
Yodel’s customer satisfaction score is on the rise – we’re the second most improved company in the UK, according to an independent Institute of Customer Service survey of the UK’s biggest brands**
As the year end creeps closer, we’re taking a moment to reflect on the successes, challenges and opportunities that the year has presented.
We’re delighted to report that our commitment to change is getting results.
An independent study by The Institute of Customer Service, which analyses the UK’s biggest customer service brands, has recognised Yodel as the second most improved company in the UK, increasing our customer satisfaction index score by 6.7 points in just 12 months.
This is a fantastic accolade that has been made possible by every member of our dedicated team.
At Yodel, we’re committed to a philosophy that has continuous improvement at its heart. Each delivery we make, every interaction we have, and each call we take has this ethos at its centre.
As a business, we are moving forward and driving change from the very heart of our organisation - we’re looking at the little things and the big things.
We want every single one of your customers to be delighted with their experience and we will do whatever it takes to make this a reality.
They say challenger brands try harder and we’re proud to be leading the way in our sector and showing that our approach is delivering tangible results.
The Institute of Customer Service’s study showed that we outperformed against the UK average on our speed of service.
We also beat the national average for keeping you and your customers informed and our speed of response.
The study showed more experiences were right first time, and that people rated our handling of complaints highest in our sector.
We also received big improvements in perception of the helpfulness and competence of our staff, the condition of the goods we delivered, and the cost and speed of our service.
We experienced a big drop in the number of complaints and crucially, your customers were generally more satisfied with their overall experience.
Our philosophy means small steps are taken every day to improve the way we serve you and your customers. How this impacts perceived quality of service is the clearest and most definitive measure of whether our approach is succeeding.
As we move into the busiest period in the retail calendar – we looking forward to continuing to build on the excellent customer service results that the Institute of Customer Service has revealed.
Onwards and upwards!