Northamptonshire-based delivery firm Panther Logistics has boosted customer satisfaction for one of the leading brand names in the UK bed, mattress and furniture market with its seamless returns service.
Sleep Design switched to Panther just over a year ago after experiencing problems with its former delivery provider that frequently inconvenienced customers by failing to remove the item to be returned when delivering the replacement.
Sometimes customers were left for weeks before their returned goods were collected. Moreover, up to 90 per cent of the stock being returned was either damaged or simply no longer suitable to return to stock and had to be written off.
With Panther, it is however a very different story. By enabling customers to nominate a day of delivery coupled with a revolutionary two-hour delivery slot, returns have reduced. Further in the event of a return being made, Panther provides a seamless service whereby the goods are swapped out at the point of delivery and crucially 90 per cent of returned stock is in perfect condition and is ready for sale to another customer.
Consequently, Sleep Design is saving money whilst at the same time enhancing its reputation and increasing its Trustpilot score to more than 8/10 with customer feedback consistently improving.
Stuart Hubble, Managing Director of Sleep Design, said: "We selected Panther because it has a strong focus on customer communication and on looking at its services through the eyes of the end customer.
"We are particularly impressed with Panther's returns service which has delivered great benefits both to us, and to our customers, resulting in increased customer loyalty to our brand.
"Panther is dedicated to making everything about delivery – including returns – as easy as possible for our customers and their quality service is really paying dividends.
"Customers' experience of delivery is vitally important to us, as a poor experience leaves a lasting impression and the customer may never return. It doesn't pay to cut corners on delivery – it's a false economy."
Panther specialises in two-man, white-glove delivery to room of choice, with its more recent one-man assisted Solo service also available for items that are too large to be handled by a mechanical sortation system.
The company's strong focus on customer service has led to its rapid expansion – it was recently named in the FT1000 list 2017 of the top 1,000 fastest-growing companies in Europe.
Services designed to make the end customer's life easier include two-hour delivery windows, text messages the night before and on the day of delivery, a 10pm cut-off time for next day delivery and seven day a week deliveries.