Jersey Post release annual customer survey

Posted • 13 March 2019

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.

The survey, which was first launched in 2011, has become a key source of information on the changing demands of today’s customers. 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. This has become increasingly important as the market in which Jersey Post operates continues to evolve.

For example, in response to our 2018 survey, Jersey Post focused its business efforts on the most frequent areas of customer feedback:

  1. Saturday deliveries - Following consistent customer feedback and a significant increase in inbound parcel volumes, in 2018, parcel deliveries on a Saturday were reintroduced across all parishes.
  2. Alternative delivery – To support the increase in inbound parcels, and the growing number of customers unable to have a SecureDrop at their property, in October 2018, the monthly subscription charge was removed from the parcel locker service.
  3. Cost of postage - Despite external pressures including a decline in mail volumes and an increase in transportation costs, 2018 stamp price increases were kept to 1p on local letter and 2p on UK letters. The reduced postage for letters and cards at Christmas was also maintained for a 7th consecutive year.
  4. Consistent delivery – Jersey Post is committed to continually monitoring delivery rounds to prioritise mail, especially when there is a backlog of mail due to external factors such as weather. In 2018, customer update notifications were introduced and can be viewed at

In addition, by continuing with the survey, Jersey Post is able to benchmark the levels of its core service provision year-on-year.

David McGrath, Head of Marketing at Jersey Post said: “As our industry continues to evolve at a dramatic rate, the results of this survey are more important to us than ever. We really want to know what islanders think of our performance over the last twelve months, but it’s also important that we gather views as to where we can do better in the future, where our current services are meeting customer demand and where we should be focussing our efforts in order to develop the next generation of service requirements.”

Islanders have until Friday 29 March to complete and return their survey to Jersey Post. Anyone wishing to complete the survey electronically can do so online by 


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