Wells Said
GOING DOWN THE ELECTRIC AVENUE
And the survey says… The results from our Customer Satisfaction Survey are in, confirming that our people are our strength. We’ll be using the findings to help keep up the good work, whilst striving to do better where there’s room for improvement. 83 % of customers are satisfied or very satisfied
I hope you’re enjoying the Summer, and your holiday plans haven’t been disrupted too much. Here at Whistl, we’ve been taking stock and preparing the business for peak e-commerce season and beyond. We’ve refreshed our Parcelhub brand in readiness for opening up new sites outside its East Midlands heartland. Parcelhub has been part of the group for four years now, and its service-led multi-carrier proposition really chimes with e-commerce SMEs. We’ve also invested in automatic bagging machines at our Rushden site, speeding up throughput and offering the reliable, versatile packaging options that give competitive advantage to our e-commerce clients. Consumer buying habits are changing with the current economic climate, and we are flexing and adapting to ensure we continue to perform strongly against that backdrop. That positive approach is reflected in the news and articles in this packed issue of Whistl Magazine. Enjoy!
26 NPS
2019
32 NPS
2022
NPS up 6 points since last survey
SATISFACTION ACROSS THE BOARD
MAIL 88 % were satisfied/ very satisfied with the quality of their Account Manager
CONTACT CENTRES 77 % were satisfied/ very satisfied with the quality of communications with their Account Manager INTERNATIONAL 97 % were satisfied/ very satisfied with the quality of their Account Manager
At Whistl, we’re well on our way on our Environment, Social and Governance (ESG) journey, and soon we’ll be asking customers what matters most to them. The aim is to ensure we make a positive impact on the environment and societies we operate in, and to help us make ethical and transparent decisions. Together with feedback from our employees and suppliers, the customer survey findings will help us formulate an ESG strategy that reflects our ambitions, aims and targets. Look out for the survey in September. ESG survey this Autumn Customers to be sent
The roll-out of electric vehicles at Whistl is now underway following a strategic review of our future transport needs. Work is well advanced on building an EV charging infrastructure across our 22 sites nationwide, for both the company fleet and staff cars. As part of a £12m fleet expansion and renewal programme, we have also taken delivery of our first electric vans. Four MAXUS eDeliver9 vehicles are operating out of our Bristol depot, whilst a further five are covering the East Midlands for our Parcelhub brand. MAXUS eDeliver9 won Clean Fleet Van of the Year in the 2021 Motor Transport Awards. In addition we have 17 Peugeot Boxer vans on a flexible lease that allows them to be swapped for electric replacements when they become available. “We want to transition our fleet as quickly as possible to non-ICE, and are actively exploring ways to overcome the size and weight constraints of current electric vehicles against our operational requirements” commented Alistair Cochrane, CEO of Whistl. “It’s great to see our new Whistl and Parcelhub electric vans on the streets, making a contribution to lowering our overall emissions.”
PARCELS 93 % were satisfied/ very satisfied with the ease-of-use
FULFILMENT 93 % were satisfied/ very satisfied with the communication from their Account Manager
DOORDROP MEDIA 97 % were satisfied/ very satisfied with the friendliness of staff
100 % were satisfied/ very satisfied with the quality of their Account Manager
93 % were satisfied/ very satisfied with the service provided by collection drivers
Look out for our electric vans with Whistl livery in Bristol, and with the Parcelhub brand around the East Midlands.
Nick Wells Executive Chairman Whistl
A BIG THANK YOU TO ALL CUSTOMERS WHO COMPLETED THE SURVEY, AND ARE HELPING US TO HELP THEM.
2 Whistl Magazine • Summer 2022
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Whistl Magazine • Summer 2022
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