THE CUTTHROAT UK PARCEL INDUSTRY
centres to congratulate people on the brilliant work they are doing .
“ Drivers who have produced a negative comment , we can discuss with them what went wrong . So as well as finding a way to satisfy the end customer and get the parcel delivered , we are also able to identify training needs and driver attitudes and correct the performance of some drivers . It ’ s got to the point now where about 15 percent of their pay depends on whether they have satisfied their customer or not .”
The virtuous circle Yodel deal with a whopping 85 percent of all UK retailers , ranging from ecommerce operators right through to multinationals and British High Street stores . Stead recognises that his company ’ s business relationship with retailers is not always a bed of roses but both create value by collaborating . Firstly , the retailer has clearly got to please its customers and research shows that about 50 percent want deliveries free . So for a parcel courier , it has to find a cost-effective solution . At Yodel , it partly measures its value on increased sales for the retailer driven by the customer being entirely satisfied
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