Yodel said it had hit 20 million reviews through its customer feedback programme, Have Your Say, thanks to a successful Valentine’s Day.
The parcel carrier has invested heavily in its handling capabilities in recent years and now delivers 200,000 bouquets of flowers every month, with significant spikes seen over Valentine’s and Mother’s Day.
Yodel said the Have Your Say function is the most accurate way to measure its service levels and customer satisfaction, because it is independently moderated and based on customer interactions with the business.
The programme asks all Yodel customers to rate their delivery experience on factors including the attitude of its drivers and how information is communicated.
During the Valentine’s period, Yodel said it saw an improvement in customer satisfaction in flower deliveries, increasing by 8.3% year-on-year.
In addition, a total of 4,484 Trust Pilot reviews were received during 13–14 February with a four or five-star rating.
Carl Moore, Yodel COO, said: “We are very proud to have reached 20 million Have Your Say reviews, showing our commitment to delivering customer’s parcels on time, in great condition, and with updated technology that allows us to continue to keep customers informed about their deliveries from start to finish.”
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