3 reasons why customers complain

3 reasons why customers complain

Mails has been a part of our business since day one, however we don’t always get things right for the customer. See what the top reasons are for Mails complaints. The most important thing is that we share and learn from this.

Here are the top reasons from Mails complaints:

  • Incorrect advice given: 43%
  • Refused transaction: 27%
  • Customer charged incorrectly: 21%

Many customer complaints that we see for Mails are where a customer’s item has gone missing and the customer then finds out that they were not given the correct service or compensation cover for their item when they try to claim from Royal Mail.

Most cases are settled with Royal Mail but when the customer has been sold the wrong service, this loses their trust in us. With so many alternative providers, all businesses need to work hard to provide a great service to each customer especially as after one negative experience, 51% of customers will never do business with that company again

Here are some examples we’ve received in the recent months:

“Customer went to branch to post paintballing tickets advised clerk wanted them next day delivery was told to choose 1st class signed for. However the tickets were not delivered the next day and now because outside 7 day return period has lost £100.00. Now knows that 1st classed signed for is not a guarantee for next day delivery.”

“25th May returned a parcel 1st class signed for. Counter advice said that if it wasn't received the next day, would be within a couple of days. Item received 06062017 but as out of a 14 day returns policy - Customer lost £40 for non-return of goods. Branch unhelpful and confirmed not guaranteed”

“Customer visited branch 22/05/2017 5:00pm and asked for 'next day signed for' and was just given the signed for service. The item was a key for a property. As this was not received next day the customer is wanting to claim.”

“Customer is complaining on behalf of his mother. She returned a parcel at the xxx PO. She posted it 1st Class. She has been contacted by Royal Mail to advise that this has now been lost and has been refunded £23.40. He said she was never made aware of the different postage to cover higher compensation.”

  • Where is the item going?
  • What is inside for the purpose of safety?
  • Would you like it to get there tomorrow?
  • What's the value?
  • Would you like a signature on delivery or to track your item?

Lessons to be learnt

We need to continuously listen and learn to improve things.

The festive peak is fast approaching, and more people coming into branch sometimes adds pressure to services. This is why using the 5Ws is important to establishing exactly what customers’ needs are as well as making sure product knowledge is refreshed, well before the Christmas peak arrives.