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DPD explains how its unique Your DPD app is set to play a leading role in the build-up to Christmas.
In November 2015 we conducted a survey and found that choice in delivery was key to seven out of 10 shoppers, and not knowing when they would get their parcel would actually prevent half from buying online.
We also noticed that of all the calls and emails received in our contact centre, a growing proportion were from consumers asking us to permanently store their delivery preferences.
Meeting customer expectations
Data protection and customer confidentiality meant we weren’t allowed to do that, so we wanted to find a way to put the power in the hands of the consumer, so that they could tell us how they wanted their delivery to reach them, regardless of who they were shopping with.
In May 2016 we launched the Your DPD app, which was developed to give consumers complete control over their parcel delivery, ensuring that missed deliveries become a thing of the past.
Users can create their own profile, set their delivery preferences and track deliveries in real-time.
“Users can create their own profile, set their delivery preferences and track deliveries in real-time”
The app has helped to improve DPD’s already high first-time delivery success rate by a further 3%, with up-to-the-minute information and real-time in-flight options.
Customers can set no less than eight different personal delivery preferences including live driver tracking, multiple delivery addresses, safe place pictures and delivery between school runs.
This has led to our customers experiencing a reduction in enquiries to their contact centres from consumers.
Gaining customer insight
We’ve also gained a huge degree of insight into our customers’ delivery preferences. More than half (55%) have selected a safe place, 40% have chosen to avoid the school run and 23% use a preferred neighbour.
These figures prove that home shoppers really value the level of choice, control and convenience provided by the app.
As a result, and after recently passing a major landmark with 2 million user downloads, the app is at the heart of DPD’s comprehensive plans for another record-breaking Christmas, with an anticipated 28 million DPD parcels to be delivered between Black Friday and Christmas Eve.
To find out more about the Your DPD app, click here.
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