Customers must come first in everything we do. They can choose to take their business elsewhere.
We provide a high-quality service – hitting some of the toughest delivery targets anywhere.
However, as chief customer officer Mike Newnham explained, there are five key areas where we must do better for our customers. They account for 70% of complaints.
Our customer experience team is working closely with Operations to make improvements. Complaints about redeliveries, Redirections and getting proof of delivery are down.
Still plenty to do
Our delivery to neighbour trial has been popular with customers. We are asking Ofcom to amend the regulatory arrangements to allow us to deliver to neighbours across the UK later this year.
There is still plenty to do, especially in getting deliveries right first time and using our ‘Something for You' cards correctly. This is really important if we are to take advantage of the growth in packets.
Mike says: ‘It's vital we deliver a consistently strong performance at every stage of the customer experience because that will determine whether they use us again and recommend our services.'
Our priorities for business customers are:
- making it easier to do business with us
- delivering our parcels strategy by adapting our network to handle packets better, simplifying our product range and investing in Parcelforce.
- Marketing mail is another potential growth area for us. It is a great way for businesses to target customers.
- We have exciting plans to develop our capability in this area and will update you soon.