Watch RMtv

In next week’s programme we’re at Portsmouth mail processing unit, where colleagues have implemented change to reduce customer complaints by a third in recent months.

The customer

It’s important that we listen to our customers. We must put customers at the heart of everything we do. Providing the best quality of service is vital for the business – and this includes reducing the number of complaints we receive.

The more complaints we get, the more likely it is customers will go elsewhere. Our service and performance must stand out to keep us number one.

Three of our longstanding customers tell us what they like about Royal Mail – and where we can improve.

Also in the programme:

• We look at how we can reduce our environmental impact by making small changes.

• We hear what our customers are saying about us on social media this week.

And finally, following your feedback we have designed two new female fit-tops. Both will be available to order via the online portal from next month.