Truck and Track Spring 2026 www.truckandtrack.com 12 BUSINESS NEWS The widespread use of popular addressing system what3words by two-person delivery specialist AIT Home Delivery and its customers is reaping dividends for the company on popular consumer review website TrustPilot. Customers are reporting excellent final-mile experiences with AIT - a wholly owned subsidiary of AIT Worldwide Logistics - with timely deliveries,verbal updates giving accurate ETAs, and the ability to provide a what3words address among the plus points regularly highlighted within their reviews. Of the 217,000 reviews on Trustpilot awarding an overall rating of 4.6 stars, 84 per cent of customers awarded five stars with another five per cent awarding four stars. There are two main ingredients to the perfect delivery: communication and precision. Service and staff communication were regularly among the top positive mentions within the reviews. Additionally, people said that the drivers found exact locations for deliveries, even to remote or complex places, with what3words. AIT Home Delivery adopted the use of what3words’ global addressing system more than two years ago as part of its ongoing quest to improve the customer’s final mile delivery experience. As a result, customers are now able to add a what3words address on the tracking link page, or share it with the retailer they’re shopping with to pass on to AIT. It means customers can specify the exact entrance of their building or another convenient delivery location. This can be especially handy for newbuilds that don’t appear on maps yet, rural homes, large sites or buildings and complexes with multiple entrances. what3words provides an easy way to talk about precise locations. It has divided the world into a grid of 3 metre squares, and assigned each one a unique combination of three random words: a what3words address. For example, ///daisy.storm. guard pinpoints the exact front entrance of the AIT Home Delivery HQ office in Northampton. Kirsty Railton Senior Customer Experience Director Home Delivery Global said: “what3words’ groundbreaking system is a perfect fit for our own business as we seek to deliver a solid and reliable service, bringing immediacy to the customer - ensuring their purchases are in situ and ready for immediate use. “The app has transformed the working day for our delivery teams – helping them to get to where they need to be even in the most secluded of locations. The end result is a seamless navigation experience straight to customers’ doors, with less time and fuel wasted driving round searching for a hard-to-find property.” Among the AIT Home Delivery customers who recently reviewed the business was S Sumerland who said: “Brilliant service, really good to use what3words to get exact access to property rather than just a postcode, great on tracking information and delivery times, with the added phone call 30 minutes before. All done and sorted in no time. Thank you.” David Horseman said: “First experience with AIT – and an excellent one – they have an accurate messaging system and tracking system – for remote or complex delivery addresses you can enter your what3words code! 2 hour time slot received evening before delivery and 2 friendly guys delivered on time – great service!” Dee added: “Able to track delivery van on its stops, so knew when delivery was going to take place. I would recommend using what3words, as the driver had no difficulty in finding the address, despite being a new-build.” Jennifer Christie, Partnerships Director at what3words, said: “Working with AIT it’s clear they are dedicated to ensuring the best possible experience for their customers, so it’s brilliant to hear this reflected in customer feedback with the use of what3words being called out as a key ingredient in those timely and accurate deliveries.” Other premium delivery options highlighted by happy customers in their online reviews included next and nominated day delivery and removal of packaging. what3words helps ait home delivery achieve service excellence for customers TRUCK & TRAILER SOLUTIONS WELCOME TOALLPORTS GROUP allportsgroup.co.uk
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