Parcel couriers Twitter customer service
←
→
Page content transcription
If your browser does not render page correctly, please read the page content below
Parcel couriers Twitter customer service
OVERVIEW
The research in this report is tailored to four The report benchmarks each of the couriers’
parcel couriers: DPD, Hermes, Parcelforce and performance in relation to the customer
Yodel. experience. It provides an insight into the leading
topics and conversational threads around
It is an analysis of the Twitter customer customer service, satisfaction and complaints,
workflow of each of the courier brands. with a spotlight on deliveries and the online
experience. It includes a comparative analysis of
key influencers in the brand discussion, and
sentiment.
It also provides an insight into unexplored
opportunities within each of the couriers’
customer base. It highlights how integrating
social into your customer service strategy will
improve your customers’ experience, and reduce
complaints and dissatisfaction. Turning social
media channels to your advantage will win you
new fans and customers, help retain existing
customers, and convert them to be your brand
champions.
The reporting period is 1 December 2014 – 31 December 2014
BUZZ ANALYSIS
COMPETITOR BUZZ ANALYSIS Total number of mentions Average number of mentions each week Number of followers @DPD_UK - 11,060 2,760 21,300 @myhermes - 10,563 2,640 12,800 @parcelforce - 9,503 2,263 10,800 @YodelOnline - 38,999 9,749 24,800
KEY INFLUENCERS
DPD: KEY INFLUENCERS BY AUTHORITY DJ @LaurenPope, with 1.15m followers, was the most influential DPD customer tweeting about service over the month. The customer was unhappy that two parcels from ASOS were not delivered. Comedian @almurray, with 384,000 followers, was the second most influential tweeter. The comedian was frustrated with DHL’s service and DPD was recommended to him. However his supplier preferred DHL.
HERMES: KEY INFLUENCERS BY AUTHORITY @Official_Craig, with 113,000 followers, was the most influential Hermes customer tweeting about its service. The customer complained about their delivery text being too vague. @TheQueerGuy, with 71,800 followers, was the second most influential tweeter. The customer was unhappy that Hermes had not collected a parcel for a second time.
PARCELFORCE: KEY INFLUENCERS BY AUTHORITY @naomikisted, with 189,000 followers, was the most influential Parcelforce customer who used Twitter to chase her missing delivery. @IndywoodPromos, with 132,000 followers, was the second most influential. The customer was critical of deliveries not arriving at the time stated on text alerts.
YODEL: KEY INFLUENCERS BY AUTHORITY TV presenter @andipeters, with 349,000 followers, was the most influent Yodel customer. The customer was frustrated at being kept on hold. @MUFCSparesHOME, with121,000 followers, was the second most influential tweeter about its services and sent several tweets alleging that Yodel drivers stole parcels.
LEADING TOPICS: CUSTOMER EXPERIENCE
COMPETITOR CUSTOMER SATISFACTION AND DISSATISFACTION
Competitor customer satisfaction
Competitor customer dissatisfactionCOMPETITOR CUSTOMER SATISFACTION AND COMPLAINTS
DPD
Positive comments - 1,363 Negative comments - 3,056
Hermes
Positive comments - 691 Negative comments - 3,367COMPETITOR CUSTOMER SATISFACTION AND COMPLAINTS
Parcelforce
Positive comments - 695 Negative comments - 2,051
Yodel
Positive comments - 2,569 Negative comments - 12,209COMPETITOR CUSTOMER SERVICE
Customer service Being kept on hold and unanswered tweets were
Customers gave feedback on the quality of the common problems. For example, DPD customer
@debbie russel5 tweeted ‘@DPD_UK Is anybody
service they received from each of the couriers there? Tweeted you over an hour ago re
and tweeted thanks when customer service 2773121007. No change on website. Kept today
teams were quick to reply to queries. Positive free to take delivery... please help!’ Small charity
comments for DPD included appreciation of good @N_ewStarts was frustrated that @myhermes
service from drivers on routes including did not reply to their tweet and wanted to
Edinburgh and Anglessey. The courier was also escalate and email the company’s CEO.
praised by some customers for its clear @CEOmail joined the conversation and tweeted a
communication strategy on deliveries, including link to the executive’s email address to them.
@r_moore04 tweeted @BBCWatchdog to
@ChrisPercival_ who liked its ‘transparent complain about poor customer service from
communication’ with customers and online Yodel’s online and telephone support teams.
tracking. Hermes customers tweeted thanks @Bigtallclift was unhappy with being kept on
when they received excellent customer service hold at Parcelforce’s Gatwick depot. There were
especially during the Christmas rush. There was also reported problems with being kept on hold
also good service from its parcel shops, for on DPD telephone lines for more than an hour.
example, Didcot. Parcelforce customers
appreciated good service in Inverness and at its Number of mentions over the month where
Newport depot. Yodel customers liked its customers complained on Twitter about not
weekend service and experienced good service being replied to, or when they felt ignored
on routes including Carlisle. However, there was
a disconnect in support provided by contact 166
channels and customers used Twitter to vent 357
frustration at service from the couriers’ phone, 95
email and social customer support teams.
1,164LEADING TOPICS: CUSTOMER DELIVERIES, ONLINE EXPERIENCE
CUSTOMER DELIVERIES, ONLINE EXPERIENCE
DPD
Deliveries - 6,992 Online experience - 508
Hermes
Deliveries - 6,456 Online experience - 520CUSTOMER DELIVERIES, ONLINE EXPERIENCE
Parcelforce
Deliveries - 5,533 Online experience - 456
Yodel
Deliveries - 21,223 Online experience - 1,388CUSTOMER DELIVERIES
Deliveries
Hermes customers liked the convenience of using
DPD customers liked its SMS and online tracking
@myhermes parcel shops. @Backontrack00
service. ASOS customers were most vocal on
thought Hermes was better value than
deliveries from the courier. Some of the retailer’s
Parcelforce. On the downside, some Hermes
customers were confident it was using the right
customers were unhappy and concerned about
delivery company and tweeted thanks when their
parcels being damaged with claims that some
orders arrived. For example, @vikkichowney
drivers threw products over fences and gates. Its
thought the partnership was ‘*so* good. Advising
customers also talked about recent complaints
where to leave a parcel, easily from a mobile, w/a
about the courier on the BBC’s Watchdog
confirm. text - just makes sense’. But, some were
program tweeted comments about their
less sanguine. @danielmeade wondered why
experiences. For example, @missgemfay thought
they paid for next-day delivery only for DPD to
the complaints on Watchdog about Hermes were
leave a card. In the wider conversation,
‘justified’ after her parcel was damaged by being
@MkttgKaren asked for a delivery option to state
thrown over her gate. Customers also
which neighbours not to leave parcels with.
complained about deliveries to random
There was also negative messaging on the
addresses, the fact some were left in unsecure
frequency of complaints. @debbierussel5
places such as bins, long delays and missing
claimed @DPD_UK received a ‘new tweet every
parcels which customers thought had been
30 seconds’ from customers who were ‘let down’
stolen. @born_digital_ suggested better training
by its drivers, and complained DPD was slow to
for a Hermes driver on the Gosforth / Newcastle
answer tweets.
route on what constituted a ‘safe’place.
.CUSTOMER DELIVERIES
Deliveries
@Firebox customer @juliasays_83 thanked Yodel
Parcelforce was proactive with tweets assuring
for delivering her goods on a Sunday. Customers
customers they could trusted to deliver for
also tweeted thanks when its social media team
Christmas. There were also positive messages
was able to follow up on delivery problems.
from customers whose packages were delivered
However, there was a gap in response rates and
earlier than expected. @hilaire_chateau
issues with direct messages and tweets going
appreciated good service from its Twitter team
unanswered. A tweet from @EdBennettSEO,
and follow up phone call to book a redelivery.
complaining about Yodel delivering goods for the
However, @Steadi0p was unhappy at not getting
company’s Xmas party two days after the event,
a response on Twitter four hours after tweeting a
was the most shared mention at 258 times,
message about a late delivery. Parcelforce
increasing negative visibility. Yodel customers
customers also asked for improvements to its
also tweeted @BBCWatchdog to complain about
notification service with criticisms of its text
the company’s service, long delays, and damaged,
service. Its customers complained about how
lost or ‘stolen’ parcels with calls for the consumer
text alerts did not match when parcels arrived.
programme investigate. Its customers also asked
@CassGemLeach asked @MuscleFoodUK to
for clearer information on when parcels were left
consider changing couriers to a delivery company
with neighbours and complained about packages
like DPD, which offered one-hour time slots. Its
being left in bins and other unsafe places such as
customers also reported problems with 24-hour
outside front doors.
express deliveries and lost parcels.CUSTOMER ONLINE EXPERIENCE
Online experience
Some DPD customers thought its online tracking Other DPD customers reported slow updates on
its tracking page and turned to Twitter for advice.
service gave it a competitive edge. For example Hermes customer @KatPodders asked for clearer
@deargeek tweeted ‘I have to say, @DPD_UK are information on its website on how to re-direct a
probably the best couriers I know - their delivery delivery to an alternative address. As did
notification system and website are fantastic!’ @lauraaaspencex who wanted clearer
They also liked being able to see where their information on its website on how to re-arrange a
deliveries were on Google maps. The quality of delivery. Hermes’ customers were frustrated by a
its online tracking service was also the stand-out website outage and slow tracking updates.
positive for Hermes’ digital customers. Parcelforce customer @mellowdrifter asked why
Parceforce engaged its customers with a the courier did not offer real-time tracking
information online, overlaid on Google maps.
promotional code for a 15% off UK and selected Some of its customers also questioned the
international services offer. Yodel customers accuracy of delivery status information on its
appreciated being able to use its #TomTheTracker website, which contradicted text messaging and
service and tweeted thanks for efficient online parcel receipt times. Some Yodel customers
support. However, customers across the board complained its online chat function was not
asked for improvement to web services. DPD working. @FunLOVINGLesley asked its Twitter
customer @MummyBarrows was confused that team if its online tracking system was down on 9
the number on its website went to sister December and for clarity on whether the
company Interlink’s team. @benosteen had a company still had a backlog following Black
Friday. @racheltait asked for improved
problem with its app returning a blank page functionality to change a delivery address online.
template.SENTIMENT ANALYSIS
COMPETITOR SENTIMENT ANALYSIS Key findings DPD had the highest proportion of positive comments at 17.2%, followed by Parcelforce on 14.9%. Hermes came next with 14% and Yodel trailed its competitors on 10.6%. Yodel had the highest number of negative comments at 30.3%., followed by DPD on 20.6% and Hermes on 19.4%. Parcelforce had the fewest negative comments at 14.1%.
DPD: KEY COMMENTS DRIVING SENTIMENT
‘Frustrated to tears trying to change a
‘@DPD_UK just spoke to Emily due to a delivery address, on hold with @ASOS for
huge error by @ThreeUK fantastic 25mins, neither @ASOS or @DPD_UK
customer service DPD’ (@Adamm_Roper) responding to my tweets.’
(@JessBradbury22)
‘@DPD_UK Loving your service, sms
‘@DPD_UK no response from email sent
updates, great tracking, easy to make
last night and very slow to reply to tweets.
alternative delivery arrangements.
Parcel has now left depot which I did not
@PostOffice need to learn from you’
want!!!!’ (@debbierussel5)
(@andyleaning)HERMES: KEY COMMENTS DRIVING SENTIMENT ‘@myhermes Hi Junior, the driver has now ‘@myhermes Over 2hrs since my first delivered the parcel. Thank you very much tweet to you & you still ain't replying back! for responding to my tweet. :o)’ #GreatWayToTreatCustomers’ (@AbsKebabs85) (@theenkay) ‘@myhermes one of your drivers just gave ‘@myhermes any chance of a reply to me best delivery service ever. Ian in this? Parcel has been with you since the tooting, london. How do I pass on an 8th, I emailed on Saturday about it and official thank you?’ (@Blueminiman) then tweeted 2 days ago’ (@lovelyjojos)
PARCELFORCE: KEY COMMENTS DRIVING SENTIMENT ‘Big shout to @parcelforce , had a parcel ‘@parcelforce So.. 4hrs on from tweet - no sent for me Friday afternoon in Norway, email, no contact & now 8 days late for a arrived today! Great services.’ next day del. Poor customer service #fail (@1997xJxB) @BBCWatchdog’ (@Steadi0p) ‘RT @northwalesinks: My hand goes out ‘@parcelforce 17 tweets ... 3 phone calls to @parcelforce driver covering LL25 LL26 .. one email .. been to the post office .. area with extra christmas work. He very and still you won't contact me or give me helpful too.’ (@yourWeePrint) my parcel’ (@JAZZkeeley)
YODEL: KEY COMMENTS DRIVING SENTIMENT
‘@YodelOnline Can you please respond to
‘So impressed with you guys..
my latest Tweet and Direct Message.
@YodelOnline my order from choiceshops
You've had my parcel since 4th Dec.
always arrives so quickly with you. My
@taraevans @MoneySavingExp’
daughter and I are so grateful’ (@_Jan1ce)
(@andrewemmett)
‘@YodelOnline Thank you Punam, I really ‘@YodelOnline Why ask for a follow to DM
appreciated your helpfulness. Did you then...nothing? Clearly your social media
discover why my tracking codes didn't skills are every bit as lousy as your delivery
scan? Was it me?’ (@SarahAbbottMW) service.’ (@MarklAllison)You can also read
