‘Trust and reliability’

In the present rapidly evolving e-commerce market, it is our reputation for trust and reliability that has helped us maintain a really good quality of service and fantastic relationship with our customers.

We exceeded our regulatory Quality of Service target for Second Class mail in the first three quarters of the 2019-20 financial year. And for First Class mail, we were within target range when allowing for the margin of error in sampling.

This result is testament to the hard work of colleagues across the pipeline. If we can keep this momentum going, we will be able to meet our full year target for the first time in three years.

Press play to hear Mike Pitt, eBay director of shipping and logistics, explain which areas he thinks we as a business can improve on, and which delivery options customers now expect when purchasing online.

‘I think what’s needed is a range of different services so that consumers have a choice of faster delivery options,’ he said. ‘They’re looking for different tracking services, the ability to change deliveries in-flight, and having all of that communication available to them simply and easily.’