Shutl champions transparency by taking customer feedback to Facebook – New functionality encourages shoppers to share good and bad delivery experiences on Facebook

Shutl, the internet start-up that delivers what you want, when you want, today unveils developments that set a new benchmark in transparency, championing shoppers everywhere.

In an industry first, Shutl has further evolved the area of its website displaying live and unedited reviews of the service it provides (www.shutl.co.uk/feedback).   Customer feedback was previously gathered and streamed to a Shutl twitter account (www.twitter.com/shutlfeed), however the company now encourages shoppers to share their delivery experience on their own Facebook pages.  Ordinarily, such a move would be unthinkable given consumer dissatisfaction with traditional delivery services – over 50% of all comments about delivery are negative¹– leaving the brand highly exposed to potentially damaging negative comments beyond its control.

Since launching in 2010, Shutl has focused relentlessly on providing a delivery service that blows away shoppers’ expectations.  Customers choose to have their online orders delivered within as little as 90 minutes, or within a convenient 1-hour window, for a comparable price to standard delivery.  The company counts Argos, Maplin, Oasis, Coast, Warehouse and Karen Millen amongst its customers.

“If shoppers use our service and find it magical, then we want to make sure that their friends know too” comments Tom Allason, founder and CEO 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.”

¹ 53% of all comments about delivery are negative.  (Shutl research across social media channels measuring consumer sentiment towards delivery, Ubervu, January 2012).

Quelle: www.shutl.co.uk