Customers get a new Voice

Customers get a new Voice

We’ve improved our Voice of Customer research to give you better, clearer information about what your customers think of their experience at your branch.

It’s all part of our drive to make sure Post Office – and Post Offices - are meeting the ever-changing needs of customers now and in future.

We’re now working with a new partner to use the latest cutting-edge technology and data analytics.

The survey is shorter and easier for customers to complete. The results will give clearer information about how customers feel after visiting a branch and why they feel that way. It also breaks down the results in a more specific and useful way, such as by product category.

The results should help postmasters better understand their customers and their needs and to act on that feedback where needed. And all branches can take advantage of the research, however big or small and whether you’ve previously used it or not – it’s not just for our biggest, busiest branches.

You’ll need an account to access the results for your branch – your area manager will set this up for you, if they haven’t already.

The survey link is printed on receipts and on updated Voice of Customer cards available in branch. Online customers and people using Branch Finder will also get the survey link, so the new research will bring both branch and online customer views together.

Customers are offered the chance to win a One4all gift card worth £100 as an additional reason to complete the survey.

We’d love to hear what you think of the new research and how you’re using it – let us know.