Yodel’s customer experience management programme - Have Your Say – has been shortlisted in the Best Innovation in eCommerce Delivery/Logistics category at the eCommerce Awards of Excellence in association with Chase Paymentech.
This latest announcement makes it hat trick of shortlistings for the independent parcel carrier, with Have Your Say already shortlisted for the UK Customer Experience Awards and the CILT Annual Awards for Excellence.
Now in its 7th year, the eCommerce Awards for Excellence celebrate the very best the industry has to offer from to customer service excellence and revenue growth.
To date, over 1.5 million customers have provided feedback on their Yodel delivery experience using Yodel’s Have Your Say survey.
Developed in partnership with Voice of the Customer specialist, eDigitalResearch, the tool captures customers’ real-time feedback on their latest Yodel delivery experience.
Since the introduction of Have Your Say, Yodel has recorded a significant rise in customer satisfaction, from 30% in May 2013 to 80% today. This, it says, is due to its ability to identify best practice, react quickly and resolve issues if required, as well as develop enhancements in response to the feedback received.
The eCommerce Awards for Excellence winners will be announced on September 30 at Park Plaza Riverbank London.
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