Peace of mind

We need to keep our customers happy. That’s how we’ll retain and win business, and help us stay ahead of the competition.

At the heart of our agreement with CWU is delivering a great service.

We need to continue to develop products and services that our customers want, so we asked some of our longstanding customers what they value about Royal Mail and what we could do better.

Today we speak to Richard Longhurst from Lovehoney, who said: ‘When we can put on our website that Royal Mail will deliver their parcel, customers will trust that and know that it’s not going to be thrown on their roof or put in their neighbour’s dustbin.’

We’ve made big investments to improve the technology we use every day. It’s essential to stay competitive and give our customers what they want. Richard told us about the impact of our technology and where we could do even more.

‘A big win I think is if you can provide the delivery window,’ he said. ‘Something also that we’re seeing other carriers introduce is Sunday deliveries.’

Knowing what our customers value and where we need to improve is vital for us to grow. We want to work with customers for many years to come.

‘Royal Mail’s service is a lot more than we could get from another courier,’ said Richard. ‘The trade-off for us is that we want the security and the brand name on the delivery that customers will trust.

‘So we’re prepared to pay a bit more to give customers that peace of mind.’

Watch our video below to hear what our customers have to say about us and read more from them next week.