- News
- 2025
- 21.01
Jersey Post launches 2025 annual customer survey
Posties will be delivering the annual customer survey to all households this week. Islanders have until 7th February to share their feedback on postal services.
Islanders will be asked to rate the on-island service, their experience of posting to the UK, and the current level of service, with five day a week postal deliveries for letters and parcels and Saturday morning for parcels only. Jersey Post would like to understand what the most important thing is to customers about their island postal service. There is also an opportunity for customers to share comments and suggestions on how services could be improved.
With posties out delivering to all island households come rain or shine, and Counter Colleagues and Customer Care team serving the community six days a week, islanders are also invited to recognise any team members who have gone above and beyond for them.
New this year is the introduction of Jersey Post’s consumer user group, to help shape the future of postal services. We’d love islanders to get involved and we’re inviting anyone interested in this to provide an email address via the survey.
Following feedback from the 2024 customer survey, and after speaking with customers at the “meet the team” events and sorting office tours last year, Jersey Post has taken action to improve and invest in postal services. The team has:
- Worked with Royal Mail to improve service when sending and receiving from the UK, and placed GPS trackers in post to find and fix where the delays were occurring in the UK network. The service has improved and post to the UK is now taking an average of 2.4 days (based on tracking data).
- Expanded the capacity at Rue des Pres with a new loading bay which can accommodate larger trailers meaning mail can be delivered straight from the port, speeding up processing times and reducing the impact of late ferries.
- Increased the size of the processing team and aligned shifts to boat arrivals.
- Trained more posties on routes to cover holidays and sickness to help prevent mis-deliveries.
- Continued to roll-out the eTag SecureDrop service, to make deliveries more reliable.
Julie Thomas, Postal, Logistics and Freight Director of Operations at Jersey Post, says: “We welcome customer feedback, and encourage as many islanders to complete the survey as possible so we get a wide range of views and ideas. We’re committed to providing islanders with an accessible and sustainable service. Over the last year, we’ve made a number of investments, which has resulted in service improvements.”
She adds: “The way in which our customers use our postal services has changed considerably over the last couple of years. We’re all sending less mail, especially letters, and receiving more parcels from online retailers. Our new prices, which come into effect from 28th January, address this change. With the continued decline of letters, we’ve had to increase our stamp prices, to help us protect our Universal Service Obligation to deliver mail to your door five days a week, as well as collections from Post Boxes and Post Offices by our 270 strong team. We’re pleased that we’ve been able to reduce parcel prices this year, making it easier for local customers and businesses to send parcels off-island.”
The first 20 surveys received back (online or by post) will each be given £25 worth of stamps. There’s also the chance to win one of three £100 Amazon vouchers.