Jersey Post to unify standard and priority delivery services

Jersey Post is set to abolish its two-tier delivery options for local mail from March 2012, after a poor response from customers. The Channel Island postal operator introduced a three-day “Standard” service and next-day “Priority” service in November 2010, for respectively 36p and 39p per letter.

However, a customer survey undertaken in December has now prompted Jersey Post to abandon the idea, effective from the start of next month.

Kevin Keen, the Jersey Post chief executive, said: “It has been clear for some time that many islanders were unhappy with the two-tier service introduced in 2010. With the majority of customer comments relating specifically to this system, there was no doubt that it had to be changed, which is what we are now doing.”

On returning to a single service level, it is likely the previous stamp price of 37p per letter will return.

Following the customer survey, which is to be repeated again this coming December, Jersey Post is also making a number of other changes to its services, including changes to its collection schedules so that well-used post boxes have more collections.

The company has also promised to improve customer service at its Broad Street post office, and is set to review its parcel and packet delivery service to try to improve the convenience of delivery for customers that are not able to receive a first delivery attempt.

Further changes will be announced throughout the year, said Jersey Post.

Jersey Post has been making various changes to its services and structure in recent years, with mail volumes falling by 29% since 2006. Last year prior to the adoption of two-tier local letter services, the company eliminated Saturday deliveries as a way to cut GBP 5m a year in operating costs.

December’s survey received the views from nearly 6,000 of the island’s 40,000 households, which Jersey Post said was a good response.

Independent analysis of the responses found 90% stating that their mail carriers were good or very good, with 69% stating that delivery services were good or very good. Some 80% of respondents were happy with retail services.

Islanders stated that the highest priority at Jersey Post should go to reliability of service, followed by cost, timeliness and consistency.

Keen said of the survey results: “Although the responses were mainly positive, we are not complacent. The survey has identified a number of areas where we can improve during 2012, which is what we will be doing.”

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