Customer care
We value our customers highly. In order to ensure a high standard of service and consistency, we allocate one member of our Customer Services Team, to act as a single point of contact for all communication.
A Customer Services Supervisor is in place to track and correlate any issues that may arise in order to monitor and improve performance.
We hold monthly Customer Review Meetings and include customers in the process, where applicable.
We monitor specific KPIs according to customer requirements. For example, where requested our 'delivery performance on time, in full' continuously exceeds 99.5%. This takes into account consignments collected from customers on day 1, and for delivery nationwide on day 2, as well as consignments picked from our warehouse.
PODs are electronically scanned.
The senior staff at David Hathaway are personally available 24/7 each day of the year, if required.
Warehouse supervisors monitor transit area and warehouse issues, effectively communicating with Traffic Office Operations at all times.
Warehouse staff carry the latest ICOM radio transceivers for efficient and effective communication each second of the working day.
We continually update our SCANIA rigid, artic and SDC trailer fleet. Maintenance takes place locally at night. This ensures minimal downtime and thus minimises any effect on customer operations.