Ferndale gets festive
Customer Operations Manager (COM), Richard Price, has been based at Ferndale Delivery Office in Wales for nearly four years.
During that time, the 35-strong unit has seen consistent improvements in their Net Promoter Score (NPS) and Tracked performance.
They started the first period of this year in 1244th position on the Vital Few and exited period six in 730th position, ranking in the top 300 for six of the 12 measures.
Richard says: ‘The team are great and I think our improvements have come as a direct result of their willingness to adapt to change.
‘Our NPS is now 20 points above our target, which is great. And our scanning compliance has improved massively.
‘I think a lot of our improvements have come from the changes in technologies we’ve had in recent years. For example, when NPS was introduced colleagues could see that customers are grateful for their service.
‘My Performance helps too, as a COM I have the data to hand, and can go out and say ‘well done’ for example.’
It’s good to know that the reliable and knowledgeable service that Royal Mail posties provide is appreciated – particularly when things get busy at Christmas.
‘To prepare for Peak we’ve been focusing on making sure we have enough of everything – vehicles, staff, agency workers,’ says Richard.
‘We’ve seen an increase in larger items, and we’ve used Team talk: take 5s and discussions in the canteen to work out what we need to do to deal with them.
‘We’re already busier this year than we were during the same period last year, but the team are more prepared for the volumes. This year we are well prepared for a busy four to five weeks.
‘The team at Ferndale definitely deserve a massive thank you from me for everything they do. And long may it continue!’
