ByBox achieves 99.63% delivery performance
Jul 06, 2011
Field service solutions specialist ByBox has reported an average pre 8am delivery performance for 2010 of 99.63%. Even over the winter period and despite the worst pre-Christmas weather in 100 years, ByBox reportedly continued to deliver high levels of performance and even provided a delivery and collection service on Christmas and Boxing Day.
ByBox comments that it believes in openness, internally and externally. This, it says, is demonstrated by the fact that it publishes its performance figures live on its website. Also on the website (just under the performance figures), ByBox publish a 'Weekly Healthcheck score' which stems from a continuous improvement initiative which ByBox launched in November 2004 to ensure it really understood what its customers wanted. It is simple. Every Friday all customers receive a call from their account manager and are asked a simple question: "Score us out of 10 for this week".
The score, and accompanying comments, are logged onto ByBox' web system, allowing complete visibility of feedback for every ByBox customer, every week. A summary report is then generated, which in turn is reviewed by ByBox' executive team. Any issues which arise are then resolved.
This has proved to be a hugely successful model for ByBox and gives customers a more personal service. Strong relationships have been built between the ByBox team and their customers using this method and it allows them to continually build on their quality levels, in essence letting their performance do the thinking.
One of the ways this personal touch helps ByBox is it allows the company to understand the different needs of each particular customer and provide them with a more tailored service. For example, in response to customer feedback, ByBox now send certain customers key performance indicators which show all the statistics relating to their successful and failed deliveries, their returns and their customer support calls; for companies which require regular monitoring, this has proved a valuable resource.
Claudine Mosseri, Customer Services Director at ByBox, said: "Maintaining a high quality service is of utmost importance to us and getting honest and constructive feedback from our customers means that we can continue to improve. The Healthchecks highlight problem areas that we may not always be aware of and allows us to take immediate action to improve on them. We value all of our customers and the Healthchecks are just one of the ways we can make sure they are receiving the very best service.
"By publishing the results of the Healthchecks and our delivery performance on our website, we maintain our ethos of openness and it pushes us to improve further, faster. We are proud of our performance and our success proves that at ByBox, quality is not an act, it's a habit".
