Delight or Disappoint?

Delight or Disappoint?

Essential services are provided to customers everyday by branch teams across the nation.

Currently we are a leading provider across mails, cash, travel and bill payments. But competition is increasing and customer service may be an overused term, but it remains absolutely critical in the retail and convenience sector.

In the run up to National Customer Service Week, we shared information about our customer experience drivers, and recent customer behaviours through an interview with our Head of Customer Experience, James Scutt.

This week, we’re taking a deeper look at the actual feedback left by customers, looking at both positive and negative comment left for branch team. Read below what our customers have said about our service last week.

Learn from the negatives
We don’t always get it right, experience varies from branch to branch and unfortunately we do disappoint sometimes and can lose customers. It’s important to learn from customers who feel haven’t been supported during their visit so here you can read some of the comments we’ve received from customers last week.

We don’t always get it right, experience varies from branch to branch and unfortunately we do disappoint sometimes and can lose customers. It’s important to learn from customers who feel haven’t been supported during their visit so here you can read some of the comments we’ve received from customers last week.

  • Very rude obnoxious clerk who wouldn't help me with my enquire. No compassion towards my disability. I left crying and had my evening completely ruined because of this women (Northern Ireland and Wales region)
  • Hi. The cue was extremely long and the staff behind the counter were extremely slow and no apologies whatsoever for the delays, it was four tills but only three people were visible and one of them disappeared and couldn't be seen. The remaining two staff were engaged in conversation instead of serving the irate customers. Very appalling to be honest. I used the post office almost every second day! Because of the time wasting I was late for work. Not pleased. (Greater London region)
  • I apparently had put an incorrect postcode on my parcel so I politely asked where I could find the correct code for my parcel and was abruptly told - where did you get this one from. I replied from my address book and as incorrect where can I locate a correct code. The reply was I can stamp it but not accept it because it’s an incorrect code! A customer in the queue explained I could get the right code online from post code finder. It would have been extremely helpful if the young lady at the counter explained this instead of charging me and saying I’m not accepting this and handing it back to me with no help or explanation (South East region)

Most branches would of course never give service like this. All of the above customers may not use those branches again, or may avoid using Post Office at all in future and say so to family and friends. We know lots of customers travel further than they need to to visit branches where they like the service.

Celebrate the positives
And thousands of customers gave their feedback last week which demonstrates the brilliant level of service being provided by Postmasters and branch teams and customers have left feeling delighted.

  • I am deaf and struggle to communicate in these times of masks. The lady serving in the Post Office was amazing and went out the back and returned wearing a transparent face shield so that I could lipread! She was so incredibly patient with me and helped me to collect my parcels. I wish I had noted her name because she was a real star! (Willowtree Avenue branch, North of England region)
  • Linda is amazing- so knowledgable and helpful and flexible. She listens and tries to find the best possible solution. She is everything you want and need a post office clerk to be. (Woodstock branch, South West and Oxfordshire region)
  • The post office in Waddington is excellent. always have a smile on there face. so helpful shame not all post offices are not like this one. So good. well done. (Warrington branch, East of England region)

A big thank you to branches who are providing exceptional care and service to customers and their communities. We know delivering great service is particularly challenging at the moment and if you have any concerns please do contact your Area Manager.

Join the conversation
James and Regional teams will be discussing customer service this week on Regional Facebook groups. Join the conversation and share your views. Here are the links to the Facebook regional groups:

East of England region Facebook group

Greater London region Facebook group

Midlands region Facebook group

North of England region Facebook group

North West region Facebook group

Northern Ireland & Wales region Facebook group

Scotland region Facebook group

South East region Facebook group

South West region Facebook group