PostNL to offer more consumer information
PostNL will be informing consumers more actively and thoroughly on changes in the delivery of letter mail. This week, every Dutch household receives a supplementary issue of the company’s door to door consumer magazine “Er is post” featuring articles explaining these changes.PostNL will also be actively reporting areas where delivery of letter mail could possibly experience delays. A map of the Netherlands was recently added to the PostNL website, which shows in which postcode catchment areas mail may be delayed. The page also provides information on customer satisfaction and quality, giving the results of research into mail delivered on time and to the right address.
Customers can now submit their complaint, query or comment to the company through www.postnl.nl with a minimum of searching. When the reorganisation starts ups again, PostNL will inform consumers on a regional and local level through advertisements and door to door publications on the possible consequences of the changes in mail delivery for their area.
PostNL emphasises that parcel delivery is handled through a separate parcel network with its own sorting and distribution centres. Every parcel is marked with a barcode that can be used to track its progress on PostNL’s Trace & Trace website.
“We want to inform our customers in an open and consistent way and admit that naturally things occasionally go wrong with mail delivery. We find this very unfortunate but do our best every day to resolve complaints, knowing that the quality performance we achieved in recent years means nothing today. Our customers quite rightly want to know why their mail did not arrive on time or was delivered to the wrong address,” explains Kees Klink, Director of Customer and Quality Management at PostNL. “It is vital for our company to keep customers well informed about our daily process, taking an accessible and contemporary approach to communication.”
Topics featured in the special edition of PostNL’s free consumer magazine (“Er is Post”) include the peak and off-peak model (delivering most of the mail on Tuesday, Thursday and Saturday), the special handling of medical and “mourning mail” (funeral announcements), why mail and parcels are not delivered at the same time (two separate networks), depositing mail into the correct slot in two-slot postboxes, and the temporary delay of the reorganisation.