Monitoring and success
A condition of Jersey Post's Class II postal licence is that two plans are developed. These plans are:
- Postal Development Plan which sets out targets levels it will achieve for Postal Services as well as specific quality of service information.
- Postal Monitoring Plan which provides the measurement methods for each of the above areas.
The plans detail how actual performance will be monitored and the process by which the results data will be collected and analysed. There is also a requirement for Jersey Post to develop and publish a code of practice for the resolution of user disputes. This code of practice is the Jersey Post Consumer Code which is available to download from this website.
Together, these activities enable Jersey Post to continually monitor its services and concentrate its efforts into developing any areas of weakness to ensure that they meet with international best practice.
Targets and objectives
In accordance with the Postal Development Plan, Postal Services have specific targets and objectives that must be achieved in certain areas of postal delivery. The latest set of results (December 2009) are as follows:
| Mail type |
Target for next day delivery
|
Actual next day delivery
July - Dec 2009
|
| Jersey to Jersey |
95%
|
97%
|
| Jersey to UK |
82%
|
80%*
|
| UK to Jersey |
82%
|
86%
|
| Jersey to Guernsey |
84%
|
84%
|
| Guernsey to Jersey |
84%
|
86%
|
*This result includes mail sent during the Royal Mail industrial action which were circumstances beyond our control. If the industrial action is excluded, the results for this target are 84%, 2% above target.
Jersey Post collects these results every month for analysis and to highlight areas where greater efficiencies can be made. Then, every six months Jersey Post provides a written report detailing the achievements made under the Postal Development Plan.
Participation
Jersey Post works with Research International, an independent research company, to continually measure service quality in the areas detailed above. The results - which are conducted completely independently of Jersey Post - are used to help Jersey Post monitor and ensure the quality of services provided to customers. To read more about how about this work, and how you can participate, please click here.