With 2.6 million door drops promoting our broadband offering landing nationwide at the end of February, branches may have experienced an increase in footfall, with customers wanting to find out more and sign up to our great offers. This is just one example of the many initiatives underway to grow our telecoms business and ensure customers receive the best service possible.
The launch of Superfast Fibre broadband, purchase of a major broadband provider, and a renewed focus on customer service has laid the crucial groundwork to help us be better for customers.
We now offer a full range of products – Home Phone, Broadband and Fibre, our call centre performance has seen significant improvement, and we’ve also introduced colleague offers. But that’s not all, here are some other highlights:
Fibre at no extra charge – We switched around 7000 existing customers to our Unlimited Fibre Broadband at no extra cost, many of whom live in rural areas and previously received download speeds that made streaming videos and music, making video calls and gaming online impossible.
Free broadband upgrade - We’re offering broadband at no extra charge to selected home phone only customers (who do not currently have broadband with Post Office or any other provider), subject to the technology being available in their area. Customers can take advantage of the upgrade and remain at their current monthly price.
New home phone package - Existing home phone only customers who choose not to take advantage of the free broadband upgrade offer also have the choice to opt into a new lower priced home phone only package, with no penalty for leaving their current contract early.
Branch network helpline trial - A new network helpline trial was launched in February, providing branch colleagues with a direct line into our contact centres, with the aim of reducing wait times for colleagues and customers in branch and providing an overall more positive customer experience.
Meredith Sharples, director of Telecoms at Post Office, said: “The telecoms business has evolved significantly over the last year but our work is far from done. Organic growth is key in 2018/19 to help build our position as a credible and relevant alternative in telecoms. We need to be more commercially focussed so that we can continue to offer a competitive and great quality service.”