LOGISTICS
goes out people are offered the chance to provide their honest feedback on everything about the service .
In little more than a year over one million people have contributed to the feedback survey , enabling the firm to constantly evaluate and refine its service . All of this information is readily available to other Yodel on its live dashboard too .
Stead said : “ Because we get a parcel number we get feedback in a live time and get verbatim comments , we can then trace this right down to the individual van and particular driver involved . So on a daily basis , there are conversations going on in service
“ I anticipate retailers are seeing the real damage to their reputation if they can ’ t supply the goods they have promised to supply over peak periods ; by offering free next day delivery they are in danger of exacerbating the problem ”
- Dick Stead , Yodel CEO
18 July 2015