Driving up quality
Improving quality is one of our major priorities. Paul O’Keefe, director of customer and quality, explains more about our performance and priorities for in this area.
‘One of our great strengths is our reputation for quality and reliability,’ said Paul. ‘But you’re only as good as your latest performance. We need to keep showing that we can be trusted to deliver on our promises. Letters, parcels, Door to Door – they’re all equally important.’
Our performance is scrutinised by our regulator, Ofcom, and so it’s essential that we do everything to meet our commitments.
A lot of work and communication is going on across the pipeline to help us perform through Christmas.
This is what we need to work towards:
- Ensure mail centres and delivery offices are clear of all mail, every day
- Ensure all collection mail is cleared and connects every day
- Ensure all mail and vehicles depart on time to arrive on time every day
‘We are seeing some improvement in how we handle complaints year-on-year, which is great,’ said Paul. ‘We need to keep that up. How we perform at Christmas will have a direct impact on the business we get for the rest of the year.
‘Ours is a very competitive marketplace, and our customers have lots of choices. We’re in the business of delivering our customers’ promises and that’s never more important than at Christmas!'
