In the competitive world of delivery, the quality of a company's service is not only an asset, but an absolute necessity. The speed, reliability and efficiency of delivery have become decisive criteria in choosing a supplier, directly influencing customer satisfaction and loyalty. But what exactly does “quality of service” mean for these businesses? How do they measure this quality within their operations? What are the repercussions of an inadequate quality of service? We will also explore methods to improve this quality, especially in managing the last mile of delivery.
For parcel delivery players, offering a high quality of service is essential. In particular, it is manifested in the respect of delivery deadlines and instructions, the preservation of the integrity of the product and the effective management of disputes. In fact, delivery directly influences customer satisfaction and loyalty to the company. This principle applies fully in the B2B context, as revealed by an investigation by the FEVAD in 2022. This study highlighted the growing importance of punctual and reliable delivery as criteria for choosing a supplier, making delivery performance a distinctive and crucial factor for loyalty.
To offer a high quality of service, you need to:
To guarantee this quality of post-contract service, companies use several tools to assess and stimulate the performance of their carriers. They thus ensure that the commitments made to their customers are respected. Among them, there is the regular analysis of performance. In particular, it makes it possible to measure the efficiency of carriers, but also to identify the improvements necessary to maintain or increase the level of service. But that is not all. Other upstream tools can be put in place as Shippr proves. Fully recognizing the importance of service quality, the company has developed a Quality Charter based on ten fundamental principles. But what are they?
The Shippr quality charter, developed on the basis of ten essential principles, reflects excellence in the field of delivery. It's much more than just a set of guidelines; it's the guide that guides our collaboration with Shippr.
This charter aims to unify our work practices and to propel our service well beyond traditional industry standards. Building on this charter, we pursue two main goals:
1. Punctuality Take all necessary measures to ensure a punctual arrival during pick-up and during delivery, by meticulously following the scheduled schedules.
2. Commitment Respect your mission commitments, prioritize missions completed with Shippr over other conflicting activities, and avoid last-minute cancellations.
3. Responsibility Assume full responsibility for the goods transported and the success of the delivery, from pick-up to the final destination.
4. Transparent communication Communicate clearly and in a timely manner with the Shippr team, providing complete and accurate information to avoid misunderstandings.
5. Professionalism Maintain a professional appearance, and a polite and respectful attitude towards customers and recipients.
6. Customer and recipient satisfaction Go the extra mile to genuinely care about customer and recipient satisfaction, ensuring an exceptional and positive delivery experience.
7. Problem solving and continuous improvement Actively seek solutions to field challenges and contribute to continuous service improvement by sharing your feedback with Shippr to contribute to a culture of continuous improvement.
8. Compliance Be sure to comply with all requirements specified by Shippr, as well as applicable laws and regulations. For example: valid licenses, driver identity, vehicle maintenance, requirements for transporting food and hazardous substances.
9. Procedures Strictly follow all procedures and instructions set out by Shippr to reduce any potential risks, whether for you, Shippr, or the customer.
10. Confidentiality Respect the confidentiality of customers and recipients by refraining from sharing, using, or disclosing any personal information received as part of your mission.
The implementation of this Quality Charter by Shippr shows a deep understanding of the expectations of modern customers. By adhering to these ten principles, Shippr does more than just meet the basic needs of its customers. She strives to exceed their expectations, offering a delivery experience that contributes positively to their brand perception.
The quality of service in the field of delivery is a determining factor in the success of today's businesses. Shippr, with its Quality Charter, is positioned as a leader in this field. The company proves that attention to service quality is not only beneficial for customer satisfaction, but also essential for building a solid and lasting reputation in the delivery industry. By following these principles, Shippr ensures that it remains at the forefront of customer service, while adapting to changing market requirements.
