Hermes, the consumer delivery specialist, has confirmed that it handled more parcels in the 2017 peak than ever before.
Hermes’ highest delivery day during peak saw 1.6m parcels move through the network and the carrier’s biggest week during this period totalled 9.7m parcels. Year-on-year growth was 12%. Hermes has also been monitoring its Customer Satisfaction (CSAT score), which increased to 87 in 2017 throughout peak, making it the highest satisfaction score in over 2 years in the run-up to Christmas.
This was the first peak period with Hermes’ £31m Midlands Super Hub in Rugby operation, which opened in September 2017. The facility can process one million parcels a day and during peak, it boosted Hermes’ overall parcel processing capacity by 45%.
CEO Martijn de Lange (pictured) said: “We’ve had our largest ever peak in 2017, which was growth that we had planned well for. We saw an increase in demand during Christmas week in particular, reflecting greater consumer confidence in last minute delivery options.
“Following our year of investment in infrastructure and IT in 2017, we now have one of the largest peak capacity uplift capabilities in the industry and customer satisfaction reached its highest ever score for the year. We also received more than 3,000 positive comments on Google during peak, taking our score to 4.1 stars out of 5. In 2018, we will continue to further improve our understanding of our clients and their customers’ exact requirements and further invest in CX and technology to become the carrier of choice for every UK consumer.”