Independent parcel carrier Yodel has taken home the innovation distinction award at this year’s National Courier Awards. The carrier was nominated by Fellows of the Institute of Couriers and received the award in recognition of its pioneering ‘Have Your Say’ customer feedback programme, which has driven change throughout the business.


The awards are an annual event, held by the Institute of Couriers, to recognise the best-of-the-best in the courier industry. Now in its 19th year, the ceremony was held at IoD, Pall Mall, London on October 27th.


To date, customers have provided Yodel with feedback on almost 1.9 million deliveries by taking part in the ‘Have Your Say’ survey. The ongoing programme continues to capture customers’ views on their delivery experience and what they would like from the service in the future.


The feedback collected is displayed in real-time using a user friendly dashboard, which is shared with Yodel’s clients and throughout the business. The results help Yodel to identify and share best practice, react quickly and resolve issues, as well as develop enhancements in response to consumer demand.


Carl Lomas, chairman at the Institute of Couriers, said: “The Yodel win recognises innovation to look at the future of our sector with the ‘Have Your Say’ tool. Well done to Dick Stead and the Yodel team for a fantastic win.”


Dick Stead, executive chairman at Yodel, said: “We are delighted to have been nominated for, and received this award. ‘Have Your Say’ started as a method of gauging customer satisfaction and now actively drives innovation and change throughout Yodel. The programme has allowed us to differentiate ourselves by putting the end customer at the heart of everything we do and to focus on the four key criteria that consumers completing the survey have told us matter the most – parcels arriving on time, in great condition, delivered with a great attitude and being kept informed throughout the process.”


The programme, which is unique to Yodel, has already been shortlisted for a number of national accolades this year, including  the UK Customer Experience Awards, where it received a silver award, the CILT Annual Awards for Excellence and the eCommerce Awards