Screwfix Customer Visit Notes : *Buck your ideas up!

[POSTMAN]

Aaron Barnes

Screwfix Customer Visit Notes

I had the pleasure of visiting Screwfix yesterday. It such an insightful meeting, listening to their experience, their needs and the direction that they wish to take the business. Did you know that they've doubled in size over the last six-years?! Their organisational structure and goals have changed a lot in that time. I wonder if we have adapted in-line with these changes?

Key takeaways:
Screwfix expect us to have adapted to CV19. It should not impact on the service that they receive. Whilst we have been achieving QofS recently, they challenged how long it had taken us to get there.

They prioritise two things above everything else:

Stores
Convenience: listening to them talk about their customer focus was eye-opening. We have a long way to go!

They have found Parcelforce really difficult to do business with over the last few years. Partly due to MR2020, regime changes, RMG decisions etc. but this in effect today.

They accept that things go wrong but when they do they want options. What can be done to recover the situation? They cannot accept failure. Are we too accepting when things go wrong? Do we have right contingency plan framework/process to support problem solving? Can PFW add more value for our customers in these instances, i.e. is it a revenue opportunity. We can only expect to charge more though when we are achieving contracted QofS.

The Parcelforce brand is damaged within Screwfix. This is largely based on feedback from the Stores. It hurt to hear them describe our drivers as unprofessional. We need to become the brand ambassadors for their stores and the final mile.
They were very open to working with us to 1. understand the manual skew that we're seeing in our traffic profile and 2. improve the robustness of their packaging to avoid damage.

In sum, it is hard to hear challenging feedback but if we chose to listen then I know we can respond to greatly enhance our reputation. I am determined to turn this around and I know the whole #ParcelforceFamily will be too.

*Sarcasm

[ariadne]

Is this the same Screwfix that nine times out of ten have vehicles ( usually staffs ) parked in loading bays at most of their stores when attempting delivery .

Is this the same Screwfix that overloads the flimsy cheap cardboard packaging they send their goods out in.

Is this the same Screwfix that informs customers of the assisted handling that is required to manhandle their overweight radiators, only for the driver the turn up to be met by the customers 80 year old mother.

People in glass houses !!!

[ssdd]

Nice ariadne. Good to hear some real perspective on the matter.

[POSTMAN]

Contract Manager

Screwfix Quality of service update WC 29 November

A difficult week last week for the whole network - uplift in volume compounded by adverse weather to finish the week off especially for the Northern & Scottish Depot's.

Depot controlled QofS finished the week @ just 96.99% for the HD element- 1.51% below SLA whilst the Trade Counter element finished the week on a whopping 99.14% with most Depot's hitting SLA.

We do need to focus our efforts on the home delivery element in exactly the same way we do with the TC's - this week looks to be heading in the right direction - currently sitting at 98.3% for HD & 99.01% for the TC traffic.

Big shout out to the network and Hubs too - achieving 99% connectivity into Depot's.
Although we are in peak please remember Screwfix expect no risk to service as carrier consistency is the key driver for them in meeting SLA.

Superb result for the Trade Counters - great work !

Please keep up the good work and focus on the HD element as we enter the next few weeks and try to reach that 98.5%.

Thanks to all of the depot's below who met the HD target despite various challenges throughout the week.
Please please keep talking to us on any issues you face and ensure the daily report is populated.

Thanks

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