Customer promise

Customers buy from Royal Mail because they trust us as a brand and they like our quality compared to many of our competitors.

Many of our customers include big retailers who rely on dates such as Black Friday and Christmas as their key sales periods during the year.

So, when they’re thinking about how are they going to cope with all that extra demand from customers during these crucial sales periods, how they are going to ensure they stand out among all the other retailers out there and keep their customers, quality and reliability are going to be at the forefront of their thinking.

Having to worry about whether or not their items will be delivered during periods of industrial action are obviously a major concern for them.

Chief customer officer, Nick Landon, said, ‘If customers think about moving their traffic to someone else, they’re immediately going to talk to all of our biggest competitors,’ said Nick. ‘And those competitors too, will be contacting our customers, saying, “Royal Mail may be going on strike, why don’t you move that traffic to us, just as a contingency against that happening.”’

Play the RMtv video above to hear Nick explain more on what even the threat of industrial action means for both our customers and our competitors.