Whistl Magazine Spring 2016

Whistl launches new customer promise Whistl magazine Spring 2016

Interviewwith MarkDavies of Whistl Doordrop Media

WHISTL CUSTOMER SURVEY E-TAILERS’ GROWING BUSINESS CONFIDENCE POSTWITH PERSONAL APPEAL REGULATORY UPDATE

NEWS

SMILES ALL ROUND We’re pleased to say that the results fromour recent customer satisfaction survey put a smile on our face. Thank you for your feedback. Here’s how you rated us!

Whistl launches new customer promise

We’re delighted to announce the launch of Whistl’s newCustomer Promise, a set of five pledges which outline our commitment to you. Whether it’s going out of our way to be helpful, being really efficient or just making things easy, we want you to have the best possible experience whenever you useWhistl. After all it’s what you’d expect of the UK’s second biggest postal provider. Our new promises underpin everything we do here at Whistl – they define what makes us tick, what we aim to achieve and the high standards we work to. Outlining our commitment to you in these five promises helps to sharpen our focus whilst also creating a healthy arena for honest customer feedback. We want to know howwe’re performing and whether we’re living up to our promises so that we can continue to improve everything we do. We don’t just want tomeet expectations, we want to exceed themwith exceptional service. Our Customer Promise is not about blowing our ownWhistl, it’s simply theWhistl way of working – putting you and your business at the heart of everything we do.

Wells Said

OF CUSTOMERSWERE VERY SATISFIEDOR SATISFIED DOING BUSINESSWITHWHISTL… 84%

I’mpleased to report that the beginning of the year has proved to be very positive for us with a series of new business wins and significant client renewals. We’re delighted that Dixons Carphone Warehouse has selectedWhistl as their mail provider, a contract that will see us handling 20million items per year – previously held by both UK Mail and Secured Mail. OTMOpus Trust Marketing has also signed a 37million itemper year contract with us having switched fromSecured Mail, together with QVC who were previously a client of Royal Mail. Plus, we’ve won an unprecedented seven-year deal with Edinburgh-based Aegon to collect, sort and transport 10million items of mail a year – thought to be the longest contract in the history of the deregulated postal market! It’s also great to see that somany of our existing clients have renewed their contracts. We’re thrilled that Sky, one of our very first customers when we started the business in 2004, has extended their contract with us again for the 12th year running. They join a number of other high-profile contract renewals including the AA, M&Co Stores, Hillarys Blinds and Macmillan to name just a few. It goes without saying that we’re committed to providing the efficiency, cost-savings and super service you expect fromus. After all it’s part of our promise to you.

...OF WHICH 89% WERE SATISFIED WITH THE QUALITY OF THEIR MAIN ACCOUNT MANAGER/DIRECTOR

...OF WHICH 90% WERE SATISFIEDWITH THE QUALITY OF CUSTOMER SERVICES

85%

…..OF WHICH

WERE SATISFIED WITH THE SUSTAINED QUALITY OF THE SERVICE THEY RECEIVED

85%

WERE WILLING TO RECOMMEND WHISTL TO OTHERS (NET PROMOTER SCORE OF 21) 40%

We love working with all our customers and are proud of the service we provide. Here are some of the lovely things they said in our customer satisfaction survey. … and you said!

“Prices are very competitive. Our account manager is brilliant, knows Whistl inside out and can answer almost any question on postage and the way the business operates. She resolves issues quickly, has a great attitude and is a pleasure to work with. We did have a few invoice issues but Amy has worked really hardwith the finance team to iron these out and I think we are in a really good place with invoices now.”

“I have been impressed byWhistl’s account management team. They are always responsive and react speedily when the need arises. The account manager has always been attentive and helpful. Claire keepsme up-to-date with changes and advises on howwe can better useWhistl services.”

SAIDWHISTL IS EASY TO USE 88%

“Good Customer Services Team who send us daily updates of any concerns/issues with our mail and a newAccount Manager who seems proactive in dealing with demands.”

“Very satisfiedwith your company, communication is very good and very professional.”

NickWells Chief Executive Whistl

Karen Jones Panda Motors (Swansea) Limited

LouisaWebb TheWhite Company (UK) Limited

Kelly Stokes CFH Docmail Limited

John Sermon Ashford & St Peters Hospital NHS

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Whistl Magazine • Spring 2016

Whistl Magazine • Spring 2016

All roundEurope, all round theworld

Royal Mail’s annual tracker study into the expectations and ambitions of UK SME e-retailers has revealed growing business confidence, with eight out of ten confident theywill increase sales in 2016. Royal Mail said that the confident outlook builds on the sales success of 2015. Almost three quarters of SME e-retailers increased their sales last year, the highest level in the last three years. The study indicates that parcel delivery companies have played an import role in this, with 66% of respondents citing on-time delivery as the most common factor in driving customer satisfaction. This is ranked higher in importance than the quality of products and the price of goods. SME e-retailers have identified new factors for competition this year – the rise of on-the-move smartphone shopping (47%) and price promotions which lead shoppers to seek out the best prices (44%). However the main drivers of competition remain the same this year, with SME e-retailers naming consumers’ price sensitivity and an increased number of websites as the main reasons for increased competition (both at 52%). If you’re an e-retailer and would like to find out more about Whistl’s Packets & Parcels services: email [email protected] or visit www.whistl.co.uk E-tailers expect to increase sales

Frombusinessmail to lowand high-value ecommerce items overseas, our range of International services are just the ticket! With one convenient collection for both your national and international items, we remove the hassle of dealing with numerous delivery companies. Not only will you save your business time andmoney, you’ll also be able to give your customers more choice with a range of delivery and sortation options to suit their requirements. Choose AllSort if you want us to sort your letters, flats and packets, Registered if you need a signature on arrival or Pre-sorted if you’re happy to sort your own mail. Introduced in 2012, our International service has grown 215% over the past 4 years. Our aim for 2016 is to build on this success, that’s why we’re investing in sophisticated operational technologies and developing a new range of International tracked solutions. Thanks to our system improvements we will be integrating with a broad range of international carriers to give you the best route, speed and price tomeet your needs. Watch this space for further developments! If you’d like to find out more about our international services simply get in touch with your account manager or visit www.whistl.co.uk

International tracked services coming soon! • Fully tracked international parcels • Integration options • Supported bymultiple carriers • Standard and next day delivery speeds • DDP&DAP options • Customer MI & tracking portal • PUDOdeliveries • Liability as standard • Supported customs clearance

Whistlwelcomesonboard…

ChristineKey DIRECTOROF PACKETS& PARCELS

Tohelpus growour Packets&Parcels divisionandstrengthenour international operationwe’repleased toannounce that wehaveappointedanumber of newand highly experiencedmembers to the team. Home delivery specialist Christine Key joins us as Director of Packets & Parcels, to help us expand and build on our package delivery services. Christine brings invaluable expertise in the delivery sector having previously worked at Yodel, Home Delivery Network, DPD and Geopost. We’re alsodelighted towelcome on boardPaul Smithwhohas been appointed International SalesDirector andwill headup our international outbound support team.

Joining Paul and the rest of the international team isNick Frazer whohas been appointedCarrier Development Director tohelpdrive the international business forward. NickWells, CEOofWhistl said: “Whistl is going fromstrength to strengthwith significant appointments toour strong management team. “2016 represents an exciting time for Whistl withmajor investment and focus onour international andparcel delivery services. Our aimas always is to respond tomarket demandwith solutions thatmeet andexceedexpectations,constantlyputting quality at the heart of everythingwedo.”

Paul Smith INTERNATIONAL SALESDIRECTOR

NickFrazer CARRIER DEVELOPMENT DIRECTOR

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Whistl Magazine • Spring 2016

CUSTOMER FOCUS INDUSTRY RESEARCH

Public perception of direct mail is improving, with almost half of consumers seeing it as good business communication, according to a recent survey by >Page 1 Page 2-3 Page 4-5 Page 6-7 Page 8-9 Page 10-11 Page 12

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