MSE News: Yodel named worst parcel delivery service again

custardy

platterfish wrote: »

Yes,

Thats all it is, clever marketing.

Collect+ is Yodel.

The difference is that you drop off at the shop instead of getting them to come to you like yodel direct - its their equivalent of hermes parcelshop but with some extra benefits. It was primarily set up to provide click and collect for Shop Direct Group, which it serves its purpose and now has other retailers. It is simply a channel that allows consumers access to Yodel's delivery service.

Yodels response to MSE shows
"CollectPlus, Yodel's click and collect network, came second from top in the MoneySavingExpert poll yet the collection and delivery service is performed by Yodel and shares a common customer contact centre. This disparity highlights our concern."

It's very interesting to see what brand perception and marketing can do, however another key difference is that the goods received through Yodel come from big suppliers and retailers so people expect more as they are promised deliveries etc where as sending a birthday parcel via collect + to your aunt janice in scotland, she would just be happy to have it get there and timescales don't matter as much when you are returning an item via collect+.

Yes the sender sends via a shop.
The recipient gets a delivery

platterfish

custardy wrote: »

Yes the sender sends via a shop.
The recipient gets a delivery

Delivered by Yodel.

custardy

platterfish wrote: »

Delivered by Yodel.

Which doesn't matter
its the customer perception
Should Parcelforce & Royal Mail be under one catagory?

platterfish

custardy wrote: »

Which doesn't matter
its the customer perception
Should Parcelforce & Royal Mail be under one catagory?

No, because the delivery aspect is actually different. It goes through a different process. If your parcel force item was delivered by the postman I would say yes, or your post was delivered by a parcel force courier.

Sending by collect plus results in a delivery by Yodel, same van, same people as sending via Yodel direct or ordering from a retailer which uses Yodel. It's simply that you take the item to a shop rather than them come pick it up from you.

If your logic is correct Hermes and Hermes Parcelshop should be on here for a fair comparison.

custardy

platterfish wrote: »

No, because the delivery aspect is actually different. It goes through a different process. If your parcel force item was delivered by the postman I would say yes, or your post was delivered by a parcel force courier.

Sending by collect plus results in a delivery by Yodel, same van, same people as sending via Yodel direct or ordering from a retailer which uses Yodel. It's simply that you take the item to a shop rather than them come pick it up from you.

If your logic is correct Hermes and Hermes Parcelshop should be on here for a fair comparison.

Well I have no problem with that.
you seem to fail to appreciate people dont care what the name is
they go on the experience they have.
If Collect+ works for them,then they rate it

techspec

Yodel say that the reviews are flawed as they are in effect also collect+ - who did well.

But remember - many of Yodel faults lie with failing to pick items up from peoples homes on the stated day. Yet i suspect they never fail to collect from shops. So Collect+ fare well.

Many collect+ items get delivered to a shop - so no throwing them over the fence on a rainy day.

I have contacted collect+ via email many times - they respond quickly and seem to be able to find and intercept parcels, and get them speeded up and or redirected.

Contrast that with Yodel, who insist you phone - on a premium number - take 20 mins to answer, another 20 on hold - and then tell you there's nothing they can do.

So i'm with MSE.Clearly Collect+is much better run. As they are a partnership with Paypoint - we can only assume Paypoint are a good influence on a bad company.

platterfish

custardy wrote: »

Well I have no problem with that.
you seem to fail to appreciate people dont care what the name is
they go on the experience they have.
If Collect+ works for them,then they rate it

I don't forget this at all... my whole point was surrounding perception.
I'm not defending Yodel or have said they should be a separate category as it has it's pro's and cons in its own rights.

As I posted previously, maybe I worded it badly

"It's very interesting to see what brand perception and marketing can do, however another key difference is that the goods received through Yodel come from big suppliers and retailers so people expect more as they are promised deliveries etc where as sending a birthday parcel via collect + to your aunt janice in scotland, she would just be happy to have it get there and timescales don't matter as much when you are returning an item via collect+."

It's hard to accurately say that Yodel are definitely worse though as we don't know the proportion of users for each service and whether or not people are just voting on hearsay or because of one bad experience they had a year ago and they haven't used them since.

It's just one of them things. I still feel though that Collect+ is clever marketing for Yodel's service devised to detract from the poor name Yodel developed.

techspec

P.s you can tell a bad company by their response.

Yodels attack on the MSE's survey just shows they don't give a damn - and are more about excuses than improving the customer experience.

Twisted_Cherry

I agree about DPD, had a few deliveries from them, always arrived when they said they would and friendly delivery staff. I also like the online tracking system and SMS service telling you approx. time your parcel will arrive!

System

I liked Interlink. Like the way you can track the actual van and you are 33rd parcel on the round. Seeing the van going around the streets for the 6 parcels before you. Plus it accurate as within 2 mins of saying you are the next delivery, the doorbell rings!