Firm states poll is ‘unverified and open to influence’, but admits ‘disappointment’ at placing last

Yodel questions ‘validity’ of MoneySavingExpert delivery firm poll

Yodel has raised concerns over a MoneySavingExpert poll which saw it voted the worst delivery firm in the UK.

In the poll, which saw rival firm DPD achieve the highest level of customer satisfaction, 58 per cent of voters described Yodel’s service as ‘bad’.

In a statement sent to PCR, Yodel said that while it was “disappointed” by the result, it had “serious concerns” about the validity of the survey.

“MoneySavingExpert’s poll is unverified and open to influence by parties with a vested interest in affecting the outcome of the survey,” it said.

“The results are inconsistent with the independent and verified feedback that customers are giving us on TrustPilot, which places Yodel ahead of all its main competitors.”

As evidence of the “disparity”, the firm highlighted that its click and collect service CollectPlus, which shares a customer contact centre with Yodel, placed second in the poll.

“However,” it added, “we do appreciate that there is always room for further innovation and improvement of our service and we welcome the client and consumer feedback that we receive.”

“We deliver over 135 million parcels per year on behalf of the UK’s top retailers. […] When handling this volume of parcels, we inevitably encounter occasional issues and when these occur we apologise and seek to resolve them as quickly as possible.”

“We continue to look at new ways of meeting and exceeding consumers’ expectations and will continue to listen to feedback and survey shoppers as we develop our services.”

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