From Monday this week, all households will receive the annual customer survey from Jersey Post asking them for feedback on the postal service and its products and services.
Jersey Post conducted its first island-wide survey at the end of 2011 which generated an impressive response rate and provided invaluable information regarding customer requirements. The results of this survey are essential for the business and help to measure ongoing performance and customer satisfaction levels.
As well as providing an indication of whether Jersey Post continues to meet customer expectations, it also helps to guide the order of priorities on which the organisation must focus. For example, in response to the 2017 survey, Jersey Post has continued to develop and implement services for customers who are unable to be at home during the day when the postal worker attempts delivery of larger items. As a direct result of the 2017 survey results, the Christmas post office and parcel collection arrangements were also reviewed and improved for the peak festive period.
In addition, by continuing with the survey, Jersey Post is able to benchmark progress that has been made since the previous year. This helps to determine where it might be possible to improve services whilst at the same time keeping our costs down. Previous surveys have highlighted cost as an important factor amongst customers.
David McGrath, Head of Marketing at Jersey Post said, “The results of this survey are of key importance to everyone at Jersey Post. We really want to know what islanders think of our performance over the last year, but it’s also important that we gather views as to where we can do better in the future and what additional services we should consider.”