I will be making justified recommendations for improving Parcelforce’s relationship with a group of
customers.
Customers can get a quote and have options for delivery and they can compare it and also compare
the prices. This relates to enhancing customer experience because it makes it convenient for
customers to pick a delivery option that they can afford and that will be suitable for them.
Parcelforce should continue this service because it is easier for customers and it will be quicker for
customers to be able to make a decision. A new recommendation they could introduce could be
price matching; so if their customers find that delivery option cheaper elsewhere they could match
that price.
Basket abandonment is when customers will put products in the basket and when they see the
delivery options they change their mind and no longer buy the products. The main reason for basket
abandonment was the cost of delivery as the customers wanted free delivery instead. Parcelforce
could offer lower priced delivery options, faster delivery and late night delivery and this would relate
to improving access and convenience and I think they should continue with that because it will allow
them to have more business customers .
Parcel force has improved their tracking information, they have made it easier to understand, they
have new feature such as a visual display bar which will show where the parcel is. Information
available for where the parcel was last and proof delivery signature to show it has been delivered.
This relates to the Parcelforce investing in improvements and they should continue to do this
because it will avoid fewer packages getting lost and satisfied customers as they can track and
trace their packages. They could also introduce an option where the customer can contact the driver
to change the time of delivery .
Parcelforce has introduce PayPal as a feature customers can use to pay and this is convenient
because PayPal has customer protection, so customers feel safer using PayPal. This is enhancing
customer experience because some customers do not want to use their debit/credit card. They
should continue this because it encourages more customers who do not want to use their
debit/credit card to use Parcelforce’s services .
Parcelforce give their customers the opportunity to have control over delivery such as allowing
customers to make decisions on the day of delivery, customers can choose to send the parcel to
neighbour, safe place or post office or they can choose another day for delivery if they will not be
home. Parcelforce also offer wide delivery options, notifications about progress of package and a
our hour delivery time slot to choose the time they want it delivered. This relates to improving
access and convenience and Parcelforce should continue this because it is convenient for
customers and it will make them use Parcelforce again and it could stop the driver trying to deliver
the package twice as customers have options to leave the package with neighbour. Parcelforce also
provide email and SMS delivery notification, there is also a pre delivery notice between 30 and 90
minutes before the package arrives and this relates to investment in technology and Parcelforce
should continue this because it keeps customers and also business customers updated and they
could also do shorter notifications as customers will ensure they are available to collect the parcel
and instead of SMS and email they could also call the customers .
Parcelforce offer Sunday delivery as this is convenient for those who are at home on the weekend.
This relates to managing peak demand periods because people are always making orders they will
want their package as soon as possible which is why Parcelforce made Sunday available especially
in special seasons such as Christmas when customers are sending gifts and Parcelforce is very
busy Sunday allows customers to still receive packages. Parcelforce should continue this as it
allows customers to receive their package on Sunday and they do not need to wait until the next
week. This also relates to building competitive advantage because not many companies deliver on
1
customers.
Customers can get a quote and have options for delivery and they can compare it and also compare
the prices. This relates to enhancing customer experience because it makes it convenient for
customers to pick a delivery option that they can afford and that will be suitable for them.
Parcelforce should continue this service because it is easier for customers and it will be quicker for
customers to be able to make a decision. A new recommendation they could introduce could be
price matching; so if their customers find that delivery option cheaper elsewhere they could match
that price.
Basket abandonment is when customers will put products in the basket and when they see the
delivery options they change their mind and no longer buy the products. The main reason for basket
abandonment was the cost of delivery as the customers wanted free delivery instead. Parcelforce
could offer lower priced delivery options, faster delivery and late night delivery and this would relate
to improving access and convenience and I think they should continue with that because it will allow
them to have more business customers .
Parcel force has improved their tracking information, they have made it easier to understand, they
have new feature such as a visual display bar which will show where the parcel is. Information
available for where the parcel was last and proof delivery signature to show it has been delivered.
This relates to the Parcelforce investing in improvements and they should continue to do this
because it will avoid fewer packages getting lost and satisfied customers as they can track and
trace their packages. They could also introduce an option where the customer can contact the driver
to change the time of delivery .
Parcelforce has introduce PayPal as a feature customers can use to pay and this is convenient
because PayPal has customer protection, so customers feel safer using PayPal. This is enhancing
customer experience because some customers do not want to use their debit/credit card. They
should continue this because it encourages more customers who do not want to use their
debit/credit card to use Parcelforce’s services .
Parcelforce give their customers the opportunity to have control over delivery such as allowing
customers to make decisions on the day of delivery, customers can choose to send the parcel to
neighbour, safe place or post office or they can choose another day for delivery if they will not be
home. Parcelforce also offer wide delivery options, notifications about progress of package and a
our hour delivery time slot to choose the time they want it delivered. This relates to improving
access and convenience and Parcelforce should continue this because it is convenient for
customers and it will make them use Parcelforce again and it could stop the driver trying to deliver
the package twice as customers have options to leave the package with neighbour. Parcelforce also
provide email and SMS delivery notification, there is also a pre delivery notice between 30 and 90
minutes before the package arrives and this relates to investment in technology and Parcelforce
should continue this because it keeps customers and also business customers updated and they
could also do shorter notifications as customers will ensure they are available to collect the parcel
and instead of SMS and email they could also call the customers .
Parcelforce offer Sunday delivery as this is convenient for those who are at home on the weekend.
This relates to managing peak demand periods because people are always making orders they will
want their package as soon as possible which is why Parcelforce made Sunday available especially
in special seasons such as Christmas when customers are sending gifts and Parcelforce is very
busy Sunday allows customers to still receive packages. Parcelforce should continue this as it
allows customers to receive their package on Sunday and they do not need to wait until the next
week. This also relates to building competitive advantage because not many companies deliver on
1
