The survey gives islanders the opportunity to feedback on the company and its services and 5,750 completed surveys were submitted.
Since inception in 2011, Jersey Post has conducted this important survey and, from the results, continues to make changes to products and services in line with customer feedback. In summary, the 2016 results show:
- 92.5% of respondents said their postman is ‘good or very good’, compared to 91.9% last year.
- 82% of those responding stated that the delivery service is ‘good or very good’; the same result as last year.
- 84.5% of respondents said that the retail network and associated services are ‘good or very good’, an increase on the 83.8% scored last year.
Islanders stated that their highest priority for their postal service are keeping costs low (47%), followed by consistency of delivery time (40%) and timeliness of delivery (13%), which are all broadly in line with the responses received 12 months ago.
Tim Brown, Chief Executive Jersey Post, said, ‘The team at Jersey Post has worked incredibly hard to deliver a consistent level of service over the last twelve months and it is gratifying to be told by our customers that we have continued to meet, and in a lot of cases, exceed their expectations of the local postal service. This survey is incredibly important to all areas of our business: it tells our front line staff that they are doing a great job but equally helps the management team to make informed decisions as we invest in and improve our business further. We are extremely grateful to those islanders who took thetime to complete the survey, and also those many customers who regularly give us feedback, either through our staff or by post – we always want to hear feedback, both good and bad.’
During 2015 Jersey Post established four secure parcel lockers points around the island in direct response to customer demand for a more convenient collection service and has made a significant investment in sorting equipment at Rue des Pres to improve delivery times, and made improvements to public areas at Broad Street and Rue des Pres to improve the customer experience.
The annual customer survey was conducted in March and was sent to all Island households.
Source: Jersey Post