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‘A great day’

Chief customer officer Nick Landon speaks to colleagues in Nuneaton about our need to change

Chief customer officer Nick Landon spoke to colleagues at Nuneaton Delivery Office on what our latest performance figures say about the business and why we need to change.

Nick focused on current market trends, our recent success in winning traffic from competitors and what the £1.8 billion we are investing in the business will mean for colleagues.

The team in Nuneaton asked Nick a number of interesting questions about Parcelforce, the need for bigger vans to accommodate the larger parcels we’re seeing more of - especially on rural routes - and how we need to continue investing in and upgrading our customer service points.

Nick also answered questions on how tracking can provide accurate delivery window predictions on diverse rural routes in particular and parcel delivery times.

‘There were some brilliant questions,’ said Nick. ‘As well as lots of positive feedback on why we need to change, there was also plenty of good discussion around how we need to ensure we’re serving customers right in our customer service points.’

Play this video to hear Nick talk about how the session went and what topics were raised and discussed between frontline colleagues.