QR codes to let customers rate post offices in Canada

Canada Post is to make use of Quick Response (QR) codes to gather real-time feedback from customers, rating the services provided through post offices. The Corporation is to fit out 40 of its retail locations across the country with a variety of signs and displays inviting people to use their smartphones to scan QR codes that lead to an online commenting system.

Signs are to be set up in three separate areas of the post offices selected for the pilot initiative, including in the queue area, on walls and at the retail counter itself.

A website address will be offered along with the QR code, to point customers to a centralised online “comment card” system.

The hope is to collect feedback from customers before they have even left the premises.

Canada Post is working with US company OpinionLab on the trial. The Illinois-based firm said its technologies would enable Canada Post to build customer loyalty.

Rand Nickerson, OpinionLab chief executive, said: “The secret to building brand loyalty is actually quite basic: listen. That simple acknowledgement from the brand goes a long way.”

Nickerson added that he was confidant post office customers would appreciate Canada Post’s “act of goodwill” in seeking to make it easier to comment on postal services.

Ratings

The OpinionLab comment card system will ask postal customers to select their post office location via a geolocator list, then submit ratings and comments on their post office experiences.

Data should help Canada Post assess trends and respond to issues or opportunities that are presented.

Mary Traversy, senior vice president for mail at Canada Post, said the initiative was part of the Corporation’s efforts to improve overall customer experience.

“Through this pilot, we are pleased to offer our customers another means of providing us with feedback, so that we can better meet their needs and optimize their in-store experience,” said Traversy.