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Customer expectations are evolving at a rapid pace and it can be challenging to stay ahead of them. If you don’t know what makes for a truly satisfying customer experience, you can’t deliver it and your net promoter score will suffer as a result.

Our commitment to being a Forces Friendly Employer is delivering real results at all levels of the business

Insight is a wonderful thing. In the retail sector it has the power to turn customer experience around, boosting satisfaction (CSAT) and net promoter scores (NPS) in the process. And this is why, for some years now, Yodel has invested heavily in customer research.

Since 2013, Yodel has been on a mission to gather and evaluate customer satisfaction feedback. Understanding the value of customer experience insight, we have collated more than 5 million customer reviews via our award-winning Have Your Say programme, which measures overall satisfaction and likelihood to recommend. The programme also allows us to assess satisfaction against nine specific elements of the delivery process.

Letting customers know what’s happening as their purchases progress through the delivery journey is essential in any online retail transaction. It provides reassurance, heightens convenience and removes the need for customers to chase information up.

For customers, the attitude of the driver who delivers their items makes a really big difference in how they assess their overall retail experience. This isn’t just an assumption. It’s empirical fact backed up through extensive customer research.

At Yodel we understand that there’s a science to customer satisfaction. The formula for getting it right is complex and constantly subject to change. But we are committed to delivering the best customer experience possible, along with our retail partners.

We’re excited to announce the launch of our driver tracking map feature on our website

Our exciting, new Inflight product, which will transform shoppers’ delivery experiences, is due to launch later this year and right now we’re developing and testing our new tracking site in readiness

UK parcel carrier receives top honours for technology innovation at Real IT Awards and National Tech Awards