Parcel firms must up their game ahead of the festive season

30 November, 21

“In recent news, the majority of major parcel firms are failing to deliver on performance – especially in critical areas like customer satisfaction and trust. It’s clear parcel firms need to up their game, especially ahead of the festive season to avoid a flurry of customer complaints.

“In 2020, UK online retail sales made during the Christmas season saw unprecedented growth and continuing into this year, online retail sales have risen as Christmas shopping started early.

“It’s clear people are relying on parcel delivery firms now more than ever. UK consumers have great expectations when it comes to customer communication, delivery speed and effortless returns procedures – particularly ahead of the December rush.

“Parcel firms have a duty of care to deliver their goods efficiently. The CA (Citizens Advice) is calling for ‘stricter rules for parcel companies, better complaints processes, and fines from Ofcom, if company negligence leads to parcels getting lost or stolen’.

“At PACK & SEND, we pride ourselves on handling fragile, large awkward and valuable packaging. With almost 30 years in the business – and a 91 percent excellent rating on Trustpilot – we know what it takes to give customers peace of mind.

“Here’s what we’ve discovered customers are looking for in a delivery service:

1. Providing variety and flexibility of services
Flexible delivery works around different customers’ needs. From next-day delivery to choosing a nominated delivery date, they’re able to choose the most convenient option for them.

2. Easy trackability
Customers want the ability to track their parcel’s every move to avoid missed or late deliveries. Providing an easy and efficient tracking system keeps customers in the loop and makes sure their parcels are delivered on time, every time.

3. Effective customer complaints and communication process
In the event a customer has a problem, responding promptly with a suitable solution to the issue at hand helps drastically to improve customer trust – putting you leaps and bounds above the competition.

4. Their packages handled with care
No one wants to receive a broken parcel for Christmas but in a recent survey nearly 70% of respondents declared that they had previously received a damaged gift

Damaged parcels greatly increase customer complaints and can increase delivery costs.

Make sure couriers handle packages with care and they are packaged appropriately when offering a specialised service for fragile items, so valuable products don’t get damaged in transit.

5. Leave parcels in a safe space
People are busier than ever. That’s why getting a delivery while you’re not home is now the norm.

When customers can’t be in at the delivery time, they count on the courier to leave it in a safe space or with a neighbour to prevent their parcel from being stolen or damaged. Recipients should bear in mind that some delivery warranties can be voided if parcels are left without signature.

Improving evidence and communication goes a long way for customers. For example, taking photographic evidence or signatures at the door and leaving notes telling recipients where they can get their parcel will improve their levels of satisfaction.

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