Smiths News is reviewing required delivery times and updating delivery tracking technology to give more reliable service.

Simon Gage, commercial director at the news wholesaler, told Better Retailing the changes come amid efforts to improve service and reduce late deliveries to customers, underpinned by investments in its SNapp app for news sellers.

“Supply chains are time sensitive and no one wants newspapers to be delivered late. We do all that we can to avoid that,” he said.

Smiths News claims ‘strong improvements’ to call centre and SNapp

Despite the pandemic, Smiths News service standards are up, helping to ensure the supply of news into homes. Gage said: “Lots of independent retailers have gone above and beyond this year and we are very grateful to them.

“It’s been a challenging year for the supply chain, and we have learned that when it all works together, it works well.”

Top magazines stayed strong in lockdown, says Smiths News

Complaints to the wholesaler are also down year on year, from more than 5,000 in the 12 months ending October 2019, to less than 1,400 for the 12 months ending October 2020. Official complaints through the Press Distribution Review Panel are also down.

The director told Better Retailing: “We want to resolve complaints as quickly and as locally as possible. If a complaint gets to the arbitrator, that’s a failure.”

Smiths News CEO: ‘The pandemic has put independent shops front and centre’