Customer service standards
As well as monitoring targets for mail delivery, it is vital that Jersey Post continues to offer excellent customer service at every point of customer contact. Our Customer Services Team and our network of post offices also undergo regular monitoring and assessment.
Customer Services
The Jersey Post Customer Services Team deal with a large number of consumer queries on a variety of postal topics. To ensure that Jersey Post continues to deliver a high standard of service, a system is now in place that gathers customer feedback every month and which helps measure the effectiveness of various elements in the customer enquiry process.
Each month, approximately 50 customers who have contacted the Customer Services Team are asked to complete a brief survey which gives feedback on the following areas:
- Call handling
- Product and service knowledge
- Query resolution
- Overall satisfaction
The team has a monthly objective of achieving 85% in each of these areas.
Mystery Shopper
Each quarter, each of our 22 crown and sub post offices are tested with a mystery shopper exercise to gauge how well each is performing. A different service scenario is set each quarter which will test post office staff in the following areas:
- Appearance – post office cleanliness and appearance of staff
- Customer interaction
- Product and service knowledge, ability and efficiency
- Overall satisfaction
Each post office has a target of 85% or over to reach in each of these areas. The latest round of results can be viewed by clicking on the ‘Mystery Shopper’ link in the ‘Related Links’ section.