Triangle Survey Puts APC Ahead for Customer Service
August 3rd, 2010
Delivered right on the night
The influential Triangle UK Domestic B2B Parcels Distribution Survey – described as “the industry standard benchmarking survey for the express industry” – rates APC Overnight as consistently top of most of the customer-orientated categories. The Survey, published in May 2010, collates the experiences of 450 customers with a combined annual spend of £23 million, and ranks 12 major overnight delivery companies on a wide range of aspects of service. APC came out top for customer service, quality of transport service, provision of information, and price, as well as in many of the subcategories. We are also very gratified to have the highest “loyalty index” with 80% of respondents saying they would recommend us, as well as top marks for collecting and delivering on time. However, we need to continue to earn these ratings – especially as 34% of respondents expect to see no increase – or even a decrease – in parcel expenditure over the next 12 months. Clearly the APC ‘Brand’ has a long way to go to reach exposure levels enjoyed by the global players, indeed will doubtless never reach these levels. These surveys however do re-iterate that regardless of the image presented, and the revenue spent on the brand -CUSTOMERS STILL PLACE SERVICE AS OF PARAMOUNT IMPORTANCE.
APC Overnight is expanding with significant increases in warehousing and operational facilities focused on the Midlands and Southern Counties of England. The UK’s largest next day parcel network reports that several members have strengthened their operations and services because of increasing business.
