During December when the number of parcels and letters almost doubled, the score was 67 per cent.

According to Omniva business operations manager Martin Luts, the achieved result is something to be proud of. “There are not that many enterprises in Estonia that are able to maintain that high customer satisfaction given this large scale of operation,” Luts says. “It seems that March as the Good Service Month has truly justified its name in our case,” he adds. According to Luts, most large enterprises score lower than 70 per cent.

It is also remarkable that 80% of respondents would recommend the post office they visited to a friend and 14% were neutral. As many as 204 people out of 300 gave the post office a maximum score and would “most probably” recommend it to a friend or a colleague.

The open questions revealed customer most value a fast and pleasant service when it comes to post offices. The competence of employees and the compliance of offered services to customers’ needs were also often praised.

Feedback for the post office NPS research was obtained via phone from 300 customers who had visited a post office during 1–3 March to receive a parcel.

NPS or the Net Promoter Score is one of the main scores used to assess customer satisfaction. The research asks customers to assess various aspects of their service experience on a scale of 1 to 10. The results are used to evaluate whether or not the customer would recommend the service to their friend. Scores 1–6 indicate “No”, 9–10 indicate “Yes” and 7–8 are ignored as they refer the customer had no opinion regarding the service.

Source: Omniva