Yodel’s ‘Have Your Say’ survey reaches 5 millionth response milestone
UK parcel carrier Yodel is celebrating the five millionth response to its ‘Have Your Say’ customer survey. Over 7,000 Yodel customers now share feedback via the award winning ‘Have Your Say’ platform every day, providing the parcel carrier with valuable insight into customer experiences.
The five millionth ‘Have Your Say’ respondent received a delivery from electrical goods and cleaning product manufacturer, Vax Ltd UK, who has been a client of Yodel’s for four years. The buyer registered ‘very positive’ customer satisfaction scores, and submitted a net promoter score of 10, the highest possible rating.
Yodel’s retail partners are given access to their own customers’ feedback through real-time dashboards, allowing them to closely monitor customer satisfaction first-hand. Yodel provides retail partners with additional insight through demographic profiling and customer preference data, gathered via topical guest questions, which help drive service improvements across Yodel and its retail partners.
Following a design refresh of the ‘Have Your Say’ platform in November 2017, to provide a cleaner look and enhance user experience, customer response rates have steadily increased. The new, streamlined ‘Have Your Say’ layout improved both online and mobile functionality and led to an impressive 60% increase in customer responses in the first week following the design refresh. The updated ‘Have Your Say’ design has proved popular with younger shoppers, with the response rate from under 45s increasing by 60%.
Andrew Peeler, CEO, Yodel, said: “Reaching the 5 millionth ‘Have Your Say’ milestone is a real achievement and testament to how important customer feedback is to our business and how it continuously drives our services and innovation.”