Have Your Say continues to evolve – check out its new features
Five years after its launch, our award-winning customer feedback programme has evolved and continues to influence the way we deliver. The survey is multi-award winning already and the evolved programme is nominated once again at the Customer Experience Awards next month.
To highlight the improvements to the tool, we have refreshed our video to showcase how we continue to listen to your shoppers to shape how we work – take a look
In order to improve the service and ensure we’re continually innovating and evolving, we have developed and introduced features including image capture, and video feedback.
Image capture allows us to see exactly how the parcel was delivered and brings the customer’s delivery experience to life for us. Video feedback is another new option which lets customers easily film and upload their feedback. This is a great, easy-to-use feature and one that encourages users to leave more emotive and honest feedback that helps us to understand the delivery experience from their point of view. We can then act on anything negative, promote positive points and get an authentic, first-hand view of what customers do and don’t like.
We also offer unbranded versions of the survey, which enables retailers taking advantage of our Xperience service enhancement to still take advantage of the Have Your Say customer survey however retain the fully branded delivery journey, including feedback.
Text analytics help us to sift through the huge number of responses we receive and create real meaning by gauging overarching sentiment from customer feedback. It also enables us to look for keywords relating to service or product changes and track how customers are responding as the service evolves.
Since we launched the portal in 2013, almost six million people have shared their thoughts and insights on our service – with over 35,000 people per week providing a fantastic, first-hand account of every step of their experience from purchase to delivery.
The platform has even been recognised by the UK Customer Experience Awards, and has been shortlisted in the Best Transport & Logistics category – with winners due to be announced in October.
Yodel worked closely with digital customer feedback technology experts Maru/edr to create and develop the programme and the survey can be accessed via the tracking page of Yodel’s website. Customers enter their unique parcel number, which enables Yodel to drill down into the detail of the responses and identify examples of best practice and areas for improvement.
As Yodel’s business has evolved, Have Your Say has developed from a simple and effective way of measuring customer satisfaction, to providing data and insight which drives major decisions and service improvement throughout Yodel as well as giving clients first-hand . In its most recent evolution, Have Your Say has been opened up and is now shared with Yodel’s clients.
Following a design refresh of the ‘Have Your Say’ platform in 2017 customer response rates have steadily increased. A new, streamlined ‘layout improved online and mobile functionality and led to an impressive increase in customer responses. The updated design has proved popular with younger shoppers, with the response rate from people aged under 45 increasing by 60 per cent.
This feedback is helping to shape new products and services, better understand customer need, improve customer service and satisfaction and drive service improvements. This has helped us to boost customer satisfaction by five per cent, to 84 per cent.
We’re also able to share this feedback with our retail partners - enabling them to closely monitor their customers’ satisfaction. We also provide our partners with additional insights through demographic profiling and customer preference data, gathered via topical guest questions, which helps drive service improvements across our business and our partners.
Catherine Woolfe, director of marketing and innovation at Yodel, commented; “Our work with Maru/edr has evolved over the years, and has enabled us to improve the customer experience - both in the immediate term through problem solving and the sharing of best practice, and in the long term through innovation and strategy development. The unrivalled customer insight is helping us to work in partnership with retailers to improve the overall customer experience and drive NPS scores up. The programme enables us to make confident, informed decisions, driven by the customer, and allows us to add value to our retail clients.”
If you would like to hear more about Have Your Say and our range of services based off your shoppers’ feedback, click here.