Consumer delivery specialist Hermes UK has reprted that last year’s peak period was the company’s busiest to date; it delivered 9.7 million parcels on its busiest week during peak 2017, including 1.6 million parcels on its busiest day. This resulted in year-on-year growth for the period of 12%.
The company’s customer satisfaction scores also increased to 87 during peak 2017, making it the highest satisfaction score in the run-up to Christmas for two years.
Hermes’s performance over the period was helped by its new £31m (US$42m) Midlands Super Hub in Rugby, which opened in September 2017. The facility can process one million parcels a day, helping to boost the company’s overall parcel processing capacity by 45%.
Martijn de Lange, CEO, Hermes UK, said, “We’ve had our largest ever peak in 2017, which was growth that we had planned for. We saw an increase in demand during Christmas week in particular, reflecting greater consumer confidence in last-minute delivery options.
“Following our year of investment in infrastructure and IT in 2017, we now have one of the largest peak capacity uplift capabilities in the industry and customer satisfaction reached its highest ever score for the year.
“We also received more than 3,000 positive comments on Google during peak, taking our score to 4.1 stars out of 5. In 2018, we will continue to further improve our understanding of our clients and their customers’ exact requirements and further invest in the customer experience and technology.”
January 29, 2018
