Shutl is claiming a first for the logistics industry with a move to encourage customers to put their unedited feedback onto Facebook.
The web-based logistics service, which promises shoppers with retailers including Argos, Maplin, Oasis and Coast delivery within 90 minutes or in a one-hour slot of their choosing, is encouraging users of the service to post their comments on the service direct onto their own Facebook pages through the feedback section on Shutl’s website. Previously feedback was gathered and streamed to its Twitter account.
“Ordinarily,” says the company, “such a move would be unthinkable” given that 53% of all comments about delivery are negative, according to Shutl’s own research.
“If shoppers use our service and find it magical, then we want to make sure that their friends know too,” said Tom Allason, founder and chief executive of Shutl. “Being transparent about the service we provide, even when things don’t go to plan, is the rod down our back that keeps us focused on providing an exceptional customer experience. I’m sure there will be days where we regret this, but it will make our service even better.”
Allason continues: “This is the first in a string of initiatives at Shutl that will empower shoppers and make our delivery experience more personal. Our goal is to disrupt the market by building a brand that puts shoppers first and is deserving of their loyalty.”