I have used this parcel carrier under its new name and its previous names (Securicor and DHL). In the 25 yrs plus I’ve used them I have spent some 60 million pounds with them so think I know the business and industry very well!
Since Home Delivery Network bought the DHL domestic business, re branding it YODEL they have brought in many changes. These changes and reorganising of the business have been carried out by spread sheet management! Management who have little or no operational skills in this Industry. On the whole or for apox 95% of the business YODEL will do a good job, delivering on time. However if your parcel is in the 5% not delivered or not collected you are in the hands of over worked, under paid, poorly trained and managed members of staff! The reward structure in YODEL coupled with low morale at the lower level is poor and doesn't attract good people, which is clear in certain areas of the service centre network. This coupled with poor leadership from above leads to the poor service some people receive. However a point to be made in all of this is the fact that the market has changed beyond all recognition. There is a new breed of customer who are more demanding of the service because of the promises they see on sites like Amazon and eBay! Business to Business is the traditional parcel industry business and Business to consumer has been a smaller but growing part of this business. However the massive growth in recent times of Business to consumer has out grown the capacity in the Parcel Industry! Home delivery is not new to the market but the demands of the home delivery customer and the marketing of the likes of Amazon and eBay have made home delivery unsustainable in its current format. So YODEL while becoming the biggest carrier and a carrier who sell home delivery services have been caught by their own success. This coupled with the need to take cost out of their business and (in my opinion) poor management have left us blogs and reviews that slat YODEL service. My warning to those who send in reviews is that if YODEL were to pull out or reduce its capacity on home delivery, the parcel Industry in this country would suffer greatly and YOU the eBay/Amazon or Online buyer will have to pay vastly more for the convenience of ordering online and ordering up till 9 and 10pm for next day delivery will become a thing of the past! In conclusion, YODEL are in certain areas giving poor service and even poorer customer service because they have cut too much and lost to many good managers and drivers. Over to you Jonathon Smith CEO of YODEL to come up with and come out with an answer to the issues in YODEL and the wider issues of customer perception in the Industry.
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