The Palletways Group has invested in a series of tools to enhance its service to customers, increase satisfaction levels and continue to build on its impressive service quality scores.
During the first half of 2023, deliveries across the Palletways Group made on time were almost 2% per cent up on the same period last year. From January to June this year, information of the delivery and proof of delivery within the hour were both 1.4% up on 2022 figures while overall on time – which includes collections and deliveries – increased by almost 4%.
To further support these already-improved service quality figures, the Palletways Group has invested in an ‘education centre’ on its website which will provide a host of information so consumers know what to expect from their pallet delivery. It will feature instructional videos, frequently asked questions which cover a wide range of topics, but also the ability to communicate with the team should the answer be unavailable in the centre.
The improvements have been designed to benefit the end use customers who order goods online and receive their delivery via Palletways’s Pallets to Consumers (P2C) service and Palletwaysonline – Palletways’ e-commerce platform.
Luis Zubialde, CEO of the Palletways Group, said: “We don’t make anything that goes on our pallets – service is what we do and it’s the reason why we constantly challenge ourselves and ask ‘what can we do better to drive change within our business?’ to help us continually improve our service excellence and widen the gap between us and our competitors. Our success is the result of our ongoing investment across all areas of the business. Focusing on our online proposition will help us continue to deliver a high quality service to our customers of all sizes and across all sectors.”
Rob Gittins, managing director of Palletways UK, added: “A lot of the enquiries we receive are along a common theme – customers have queries about the status of their delivery or they want to know how they can change their delivery slot. Responses to these and many more questions, can now be found in a new user-friendly space meaning customers will have access to a wealth of information to help them understand exactly what they can expect from their kerbside deliveries.”
