RE: Customer Obsession on 1702202217 Feb 2022 13:38
Cont.
And October 22nd:
'I'm sorry to hear that it appears we lost a sale due to our temporary challenges with DX. First of all, I can assure you there is no bigger priority for our Ops function than continuing to improve our UK delivery performance. Our initial migration to DX in June/July didn't go without challenges, as there is always a "bedding in" period as a driver network gets used to a new retailer's requirements and expectations. We then sadly, as is the theme of this year, got hit by a perfect storm of going in to a busy sales period while DX were struggling with some staffing shortages. We have now substantially reduced the number of exceptions experienced via DX deliveries, working with the most senior level of the DX group to ensure the necessary actions are taken. The face we are engaged directly with their senior leadership team is a testament to how seriously DX take improving service levels where they occasionally fall short.
While the exceptions have invariably ended up showing on Trustpilot, our on time/in full performance with DX continues to be strong (i.e. we are for a vast majority of orders delivering within the timeframe promised at checkout). The key focus for us now is to continue to both optimise our post order communications, to ensure we accurately manage customer expectations on the specific day/time their order will arrive, while also reinstating delivery services such as nominated day deliveries.
It can often seem like the most obvious solution is to switch carriers at times like this, however in my experience of having worked with almost all of the major UK large parcel providers, they all go through periods of difficulty. DX continues to have the network, capacity and investment levels to help eve scale to our next level of growth, which is why we migrated to them earlier this year, Therefore, we are continuing to put significant pressure on them to root cause and mitigate any order that has an issue, while remaining confident in their ability to turn around their current inconsistency issues. Sadly this is never an overnight fix, particularly given the current market conditions on driver availability, inflationary pressures and consumer demand. I'm sure you will appreciate switching carrier in Q4 would only serve to guarantee chaos for one of our most important sales periods, so our focus is to do everything we can to ensure our customers have a predictable, high quality experience for their deliveries during this time.'
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