Tuesday 27th Sep 2016 - Logistics Manager

Most consumers unhappy with couriers’ phone manner

Only a quarter of consumers are happy with the way couriers and logistics firms handle their phone calls, according to a study conducted on behalf of PH Media Group.

Even so, that is above average. The study of 1,000 UK consumers revealed that 27 per cent were happy with couriers’ phone manner compared to an average of 23 per cent for all industries.

The bester performing industries were dentists, at 52 per cent, and hotels, at 50 per cent. Printing was the worst performer at 18 per cent.

The survey also showed big regional differences. Couriers and logistics companies in London came out best at 37 per cent, while the North East (22 per cent) and the Midlands (23 per cent) came out worst.

“If only 27 per cent of customers are pleased with the way their calls are being handled, this means there is an even larger number who have generated a negative perception through bad caller experience,” said Mark Williamson, sales and marketing director of PH Media Group.