Yodel and Maru/edr shortlisted for UK Customer Experience Awards

Parcel carrier Yodel today announced that its customer feedback programme, Have Your Say, has been shortlisted for the UK Customer Experience Awards.

Yodel has worked with Maru/edr to create and develop the programme, which initially launched in 2013.

To date over 5 million customers have taken part in the survey, making it the biggest in the industry. 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 areas of best practice and areas for improvement.

As Yodel’s business has evolved, so 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. In its most recent evolution Have Your Say has been opened up and is now shared with Yodel’s clients.

The programme has been shortlisted in the Best Customer Experience for Transport and Logistics category at the awards. Winners and further details will be announced in October.

David Ward, 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.”