One of the big things that businesses carry on about today is how quickly they can deliver. One of of the big things that courier companies carry on about is the fact that you can use a web site to track deliveries. Let me demonstrate how all of that is absolute bollocks when it comes to improving customer service.
I ordered something from a web site on the weekend and received an email on Sunday night saying that it would be shipped by courier. Now one would expect that something sent my overnight courier would in fact be overnight eh? Making a big issue of online tracking of deliveries here’s the sequence of events according to the web site:
Ok, so Monday night the package is in Melbourne. No problems, I’d therefore expect to see it Tuesday right?
So this look promising doesn’t it? But hang on what’s this Undelivered (Nil attempt) stuff? I haven’t seen any delivery today, there’s no card to say someone called. What the hell?
Here we are on Wednesday morning. It now appears that the delivery is actually going to happen doesn’t it given the stats reads On for Delivery (in Full)?
Wednesday night rolls around and still no sign of the package. The web site again shows Undelivered (Nil Attempt – whatever that means) and the package is back in the depot!
Now we’re at Thursday morning and joy of joy it has been sorted for delivery! Wasn’t that supposed to be done back on Tuesday night?
Bottom line, I’m still sitting here with no package, chewing up my valuable time because I have to sign for the stupid thing. In the meantime the packages that were sent to me via normal snail mail arrives Tuesday morning.
My point here is not to sound off (but I can do that also) but how did the track and track stuff on the web site help me to understand at all what the hell was happening with my package? In reality it caused me more frustration because it seemed to indicate that it was going to be delivered. In the end, if technology doesn’t help why use it?