Yodel – good peak season, great customer satisfaction

Last mile delivery specialists Yodel have seen an 11% increase in parcel volumes compared to last year’s peak season, and an increase in positive customer feedback. Yodel also saw a 28% increase in parcel deliveries in the week before Christmas.

The TrustPilot reports improved by 1.2 points over the Christmas season from 5.3 at the beginning of November to 6.5 at the end of December.

According to Yodel: “This TrustPilot feedback is also reflected in 82% of online shoppers, surveyed by the company’s Have Your Say survey, reporting they had a good or great delivery experience. Around 6,000 people per day rate deliveries by Yodel, which is used by major retailers, including Arcadia, Very.co.uk and Majestic Wine.”

Yodel said that these improvements come in part from the Hatfield Business Control Tower, that they opened in December. Yodel said that the team “analysed insights and trends; harnessed big data to improve vehicle tracking, enhancing service levels; and reacted to changes – such as road closures or bad weather – taking pre-emptive actions, and informing clients in real time”.

Mike Cooper, CEO of Yodel, commented: “We’re delighted to see the increase in our TrustPilot rating over the Black Friday to Christmas period. Despite the snow and ice, and atypical shape of volume, which led to an unusually high number of parcels in the final week before Christmas, we were proud to successfully deliver millions of our clients’ promises.

“We strengthened our operational leadership team earlier this year, recruiting some experienced former retailers to prepare for Peak and support our operational turnaround. Over the past few months, we have seen consistently high levels of service, and the expertise of this new team has helped to progress our wider business transformation. As we continue our drive to improve service and customer experience, we are encouraged with how we performed over our busiest time of year, and enter 2018 with a renewed emphasis on driving improvements to the service we offer clients and to their customers.”