Whistl Magazine Winter 2017

Whistl Magazine Winter 2017

Whistl magazine Winter 2017 How you rated us in our customer satisfaction survey. THE SCORES ARE IN!

81%

84%

83%

Interviewwith ClaireSchweidler fromKirkleesCouncil

CUSTOMER SATISFACTION SURVEY RESULTS NEWCODE TO TACKLE SCAMMAIL A DAY IN THE LIFE OF AWHISTL ENGINEER INDUSTRY IN BRIEF

Here at Whistl we love feedback. It’s helpful to knowwhat’s working, what isn’t and howwe’re living up to our promises. We were delighted with the results fromour 2016 customer satisfaction survey which showed that themajority of you are happy with the service we’re providing. Here’s how you rated us. The scores are in!

Wells Said

Well I hope you’ve all had a good start to the year. I’m pleased to say that 2017 has started on a positive note for us here at Whistl thanks to our healthy performance last year. We exceeded our profit targets for 2016, saw strong growth in packets and parcels and moved a staggering 3.7 billion items through our network. Doordrop Media also enjoyed a good year with a 20% increase in revenue thanks to popular uptake of its intelligent targeting and insight services. It has to be said it’s been somewhat of a rollercoaster ride for UK business and consumer confidence since the Brexit vote and shock election of Donald Trump, however it’s good to see that international ecommerce still remains strong. Here atWhistl we continue to help businesses build their cross-border tradewith international delivery options designed to suit the needs of retailers and their customers overseas. In a highly competitivemarket customer satisfaction is crucial, so it’s never beenmore important to work with a trustworthy delivery partner that brings the stability, reliability and consistency you and your customers expect. In fact I’mdelighted to see that 83%of you were happy with the servicewe’re providing. We pride ourselves on our quality of service so it’s good to know that we’re gettingmost things right! I hope you enjoy the issue. Please do tell us what you think ofWhistl Magazine by completing our reader survey. We’d love to hear what you like, what you don’t like and what you’d like to seemore of. In themeantime we’ll keep you posted on all the latest industrydevelopments@whistluknews. NickWells Chief Executive Whistl 2 Whistl Magazine • Winter 2017

“Good relationships, quick to respond.”

“They are proactive, knowledgeable and responsive”

“The vanman is always on time or within a fewminutes and the price is excellent.”

Cate Hillis Yorkshire Building Society

Duncan Carroll Tesco Personal Finance

Julie Smith Angus Conservative & Unionist Association

“Account managers are all extremely helpful and accommodating, it’s why we chooseWhistl as our DSA provider.”

“Whistl are reliable, flexible andwe receive good value for money.”

“You do what you say you will do, when you say you will do it.”

TimAmbler Brightsource

Eastgate Theatre Ltd (Peebles)

Ann Jack West Lothian

83%

83% of customers were satisfied or very satisfied doing business with us

Everything we do here is underpinned by our five promises so it’s good to seewe’re doing a pretty good job of delivering on them.

72% of customers agreed we provide a reliable, dependable, quality service

84% were satisfied with the timing of collections

78% were satisfied with our value for money

73% of customers agreed it’s easy to use and reach us when they need to

81%

83% were satisfied with the quality of their account manager

were satisfied with sustained quality of service

60% of customers agreed we see things from their perspective and do the right thing for their business

78%

81%

78% of customers agreed we are friendly and helpful and have a can-do attitude

71% of customers agreed we are straightforward, open and honest

Respondents as a % of those who scored from 8-10 on a 10 point scale from 1 (completely disagree) to 10 (completely agree).

3

Whistl Magazine • Winter 2017

News

New code to tackle scammail

Here at Whistl we remain committed to cracking down on scammail and have been working closely with Royal Mail, the National Trading Scams team and UKMail to developways of combating the practice. Together, we have established an industry-wide code of practicewhich has already resulted in several mailings being intercepted and returned to sender, the >Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12

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