At the end of January 2015 it was 6 months since Zoom2u started. We thought this was a good time to survey our customers and see what they thought of the service we offered.
Of the 1500 customers we have 100 responded to our survey, so a big thank you to those customers.
Here are the results:
Here’s what we learnt our customers:
Our Customers love:
– The fact that it’s simple to book online,
– Constant delivery updates and
– That we are fast.
Our Customers want us to improve
– We had 2 customers who thought we were terrible because we were late. 🙁
It’s something that we hate and have been working hard on making sure this doesn’t happen. When analysing our late deliveries, we noticed that sometimes our couriers took on too much work, which caused them to run late (obviously). So we’ve learned from this and our technical team have built a sophisticated algorithm that works out who the best courier for a job is and actively manages each couriers capacity. If a courier hits capacity they will not see new bookings coming through, only couriers with available capacity will see the new bookings. This way we can guarantee that a delivery will run on time (excluding factors beyond our control of course). Our goal is to get to 100% customer satisfaction and nothing less than that.
The other big learning is that our customers would love to see e-commerce companies use Zoom2u to assist with their deliveries. A staggering 84% said they would buy more online if they knew they could get it within 3hrs.
For any e commerce business you would have to look at this and think how you can incorporate same day and 3hr delivery into your online store. To find out more about how Zoom2u could help your online business Contact Us.
A big thank you to our customers who have provided the feedback, with your support we’re building an even better delivery service.
