2024 Customer Survey Results

Posted • 14 June 2024


93% of islanders rate their on-island postal service as satisfactory to very good, according to Jersey Post’s annual customer survey, undertaken earlier this year – with 62% rating their off-island experience (sending to the UK) as satisfactory to very good.

Julie Thomas, MD, Postal and Logistics at Jersey Post, said: “We know that quality of service for post to and from the UK is a key issue. We’re working with Royal Mail to better understand where the delays are happening. Jersey Post placed GPS trackers in post to UK addresses to test the speed of different routes. This has already identified a number of issues, which Royal Mail has taken steps to rectify. We have started to see an improvement but we’ll continue to work with Royal Mail until service levels are satisfactory.”

A 5 day a week delivery service was a priority for islanders (40%), whilst 28% cited keeping prices low. 25% said consistency of delivery time was key for them.

Julie said: “We’re the only regulated postal provider for letters on the island. And as part of our Universal Service Obligation, we’re committed to a 5 day a week delivery service of letters and parcels (we also offer an extra Saturday parcel service), and to keeping our prices as affordable as possible for islanders – with one price to post anywhere on island or to the UK. We’ve always ensured our price increases are below the cost of inflation.”

She added that Jersey Post had made a number of investments to improve service for islanders: “We’ve hired more people so we can process your mail quicker. We’ve aligned our shifts to boat arrival times. We’ve built an extra unloading bay at Rue des Pres, which gives us more space for parcels. And we’ve also opened an extra unit at St Peter to speed up delivery times. We’re continuing the roll-out of our eTag SecureDrop service across the island to make deliveries more secure and reliable with real-time notifications via email.”

Customers were also given the opportunity to provide comments on the island’s postal service. 20% of customers wrote about their concerns over the cancellation of the mail plane.

Julie said: “After decades of service, we understand why customers are concerned about the mail plane and what it means for the postal service, as we know it was a service appreciated by islanders. Royal Mail funded 80% of the plane, which they cancelled, following a public consultation. We can’t afford to pay for a dedicated replacement on our own, and still offer islanders a service at an affordable single price to anywhere in the UK.”

Islanders also gave special mentions to over 190 posties, counter teams and customer care colleagues for going above and beyond.

Julie said: “I’m delighted to see how appreciated our posties and teams are at Jersey Post. Thank you for taking the time to acknowledge individual team members.”

Jersey Post will host a ‘Meet the Team’ event at Broad Street post office on Saturday 22nd June 10am-11am and on Monday 24th June, 12pm to 1pm. Islanders are invited to the branch to meet with Jersey Post CEO, Mark Siviter; MD Postal & Logistics, Julie Thomas; Chief Commercial Officer, Tom Wasilewski; as well as key members from the operations and branch teams, to answer questions and explain the service investments being made to improve postal services for islanders.  

Julie added: “We’d like to thank our customers for taking the time to fill out the survey. We know there’s work to do, and we’re committed to improving customers experience and our on-island service, and will continue to invest in our infrastructure.”

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