31.01.12 - Jersey Post survey results

Jersey Post has today released the results of its recent island-wide survey that asked over 40,000 households for feedback on the company and its services. The survey has been well received by the public and Jersey Post has been delighted with the response rate.

Over the last four weeks, the responses have been analysed and independently reviewed to ensure validity of results. In summary the results were as follows:

90% of respondents said their postman was good or very good.
69% of those responding stated that the delivery service was good or very good.
80% of respondents said that the retail network and associated services was good or very good.
Islanders stated that their highest priority for the service was reliability followed by cost, timeliness and consistency.

“Almost 6,000 households responded to the survey which was quite incredible and shows just how passionately Islanders feel about their postal service. Although the responses were mainly positive we are not complacent, the survey has identified a number of areas where we can improve during 2012, which is what we will be doing. I would like to take this opportunity to sincerely thank so many of our customers for taking the trouble to complete the survey,” said Kevin Keen, Chief Executive.

Key actions in response to customer feedback will be as follows:-

The removal of the two-tier delivery service for local mail effective 1 March 2012.
A rationalisation of the post box network to increase collection frequency at well used post boxes, thus improving delivery times.
A commitment to improve customer service at our Broad Street post office particularly at peak periods.
A review of our parcel and packet delivery service to minimise inconvenience to customers and the associated costs of not being able to achieve delivery at the first attempt.

“It has been clear for some time that many islanders were unhappy with the two-tier service introduced in 2010,” said Mr Keen. “With the majority of customer comments relating specifically to this system, there was no doubt that it had to be changed, which is what we are now doing.”

Further plans in response to the survey results will be announced throughout the year. The survey will also be repeated in December 2012.