THE CUTTHROAT UK PARCEL INDUSTRY
four years ago , and now we are certainly amongst the best in the industry . So all the financials are heading in the right direction , it ’ s an incredibly positive turnaround .
“ Our shareholders have a view that the only thing that matters is getting customer service better in the industry . Admittedly , it was a big challenge they had given us considering our previous position , and I don ’ t think we have achieved exactly where we want to go but the skilled improvement we have made so far has been miraculous .
Traditionally you were thinking , well X Company or X Retailer are using our service so we want to keep them happy . A lot of it is driven by the decision to absolutely focus on the end consumer and not the client ; because we have much less of a problem if the customer is happy .”
Major investment Yodel has also spent a tremendous amount of time developing and researching real-time analytics and evaluation tools , so now as every parcel
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