CollectPlus achieves highest customer satisfaction ranking


This article is brought to you by Retail Technology Review: CollectPlus achieves highest customer satisfaction ranking.

CollectPlus, the UK independent store-based delivery and returns service, has been ranked no.1 in YouGov's BrandIndex Satisfaction survey. The survey of 52,470 consumers from across the UK measures customers' delivery experience satisfaction with brands in the sector. CollectPlus ranked top of the table in the 52 weeks up to 31st December 2017.

Over 400,000 new customers started to use CollectPlus during 2017, demonstrating the increasing popularity of the service amongst consumers. Meanwhile, during the busy Peak period of October to December 2017, CollectPlus experienced 13% YoY growth in customers using the Click and Collect service to pick up their online shopping at a time that suited their schedules.

The CollectPlus network recently exceeded 7,000 stores across the UK, and the brand works with over 350 of the UK's favourite high street and online retailers including John Lewis, New Look and ASOS. CollectPlus customers enjoy greater flexibility to collect, return and send parcels at the most convenient time for them, reflected in their consistent TrustPilot score of 9.2 out of ten from over 200,000 reviews.

Commenting on CollectPlus' YouGov customer satisfaction score and performance over Peak, Neil Ashworth, CEO at CollectPlus and CCO at Yodel, said: "We are proud to have the UK's most satisfied customers within the parcel sector, especially given the competitive nature of the industry. We pride ourselves on delivering freedom and convenience, not just parcels, so it is testament to our brand that our customers are so happy with their experiences. In the run up to Christmas, customers from across the UK relied on the convenience of our Click and Collect service to pick up their shopping around busy schedules. We will continue to put our customers at the heart of everything we do to ensure we maintain our no.1 rank for satisfaction in the parcel sector in 2018."

About the research

YouGov's research found CollectPlus top of the table on the BrandIndex Satisfaction measure when analysing the data collected in the 52 weeks up to the 31st August 2017. All data was collected using an online survey and respondents are members of the YouGov panel. The 52,470 strong research sample of customers from the parcel sector for this study was surveyed and weighted to a UK nationally representative 18+ adult profile. The Satisfaction metric measures a customer's satisfaction of their recent experience with the brand.

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