Motor Transport Awards 2021 shortlist: Customer Care Award – sponsored by Pall-Ex

Cazoo

Cazoo’s mission is to transform the car buying experience for consumers across Europe by providing better selection, quality, transparency, convenience and peace of mind. Consumers can simply and seamlessly purchase, finance or subscribe to a car entirely online for either delivery or collection in as little as 72 hours. 

Since launching in December 2019, Cazoo has pioneered the shift to online car buying and has already delivered over 20,000 cars to consumers. Cazoo expects to achieve revenues approaching $1bn in 2021, a growth rate of more than 300% in its second full year of operations.

A key part of the Cazoo service is the delivery using a bespoke fleet, with customers being called at least 30 minutes prior to receiving delivery and a 30-minute handover in which the delivery specialist explains all aspects of the vehicle. Cazoo offers two-hour delivery slots, seven days a week and makes a post-delivery call within seven days.

The judges said: “Customer opinion and perception is the focus and strategy. Communications is key to great customer service and Cazoo really understands what a vital role this plays in the used car buying process.”

DPD UK

Due to lockdown, 2020 was a year when DPD had to flex its operations to handle 3.5 years of projected growth in just nine months. That meant co-ordinating business-critical decisions through its ‘Intelligent Operations Centre’ and re-engineering the route allocation process in its 84 depots.

The company also further enhanced its award-winning app, which now has a ‘driver rating’ feature enabling DPD to measure what’s most important to its customers’ customers. DPD also recorded a best ever NPS score of 70%, achieved record high service levels of 99.9% and topped the prestigious MoneySavingExpert carrier poll for the eighth year running.

The judges said: “A truly exceptional entry from a truly exceptional company, which answered the brief and addressed all points clearly with good supporting evidence. Demonstrable client retention shows proof of delivery of exceptional client care. This entry demonstrates breathtaking attention to detail, and a winning combination of dedication and innovation.”

EV Cargo

EV Cargo manages and operates the national distribution service for Accolade Wines, handling 200,000 pallets of wine annually. The main KPI target for the account – On Time In Full – is set at 98.5%, but despite a year of unprecedented retail and Covid-19 challenges, EV Cargo is operating at 99.9%. This has enabled Accolade to provide an industry-leading service to its customers, as ranked by an independent supermarket survey.

EV Cargo has also improved the customer care KPI from 65% to 96% and is saving 258,000 transport miles by making changes to the delivery schedules for Accolade customers.

The judges said: “A very good fact-based entry. EV Cargo has perfected the art of continuous improvement by introducing a myriad of marginal gains to drive a relentless increase in its customer service standards.”

Panther Logistics

Since Panther Logistics first introduced next-day two-man delivery to the marketplace 10 years ago, exemplary customer service has been at the heart of its offering – it is part of Panther’s DNA.

Today it is the UK’s largest independent two-man, white-glove home delivery firm, specialising in the home delivery e-commerce sector, and with a customer base that includes Wayfair, Silentnight, Dunelm, Asda, Decathlon, Samsung and LG.

Panther’s continuous commitment to ever-evolving excellence, including its 99.5% delivery success rate, has proved to be a formula for exponential growth. Volumes were up by 76% last year and the number of depots has grown from a single site in Crick to 10 facilities nationwide over the past 10 years.

Panther has a Trustpilot rating of 4.6 out of 5 from more than 24,000 reviews in 12 months. Comments are monitored 12 hours a day and responded to as necessary with any issues arising addressed immediately.

The judges said: “Ambitious to beat every competitor on customer service – a great target! This is a very solid entry which demonstrates that a service culture is driven from the top.”