Swiss Post running customer care pilot projects
Swiss Post has announced that is adapting its over-the-counter-business in post offices to better suit the changing needs of its customers. One of the company’s key initiatives is a new pilot project which effectively creates a fast lane for customers who are looking to complete simple transactions, while offering an advisory service for those with more complicated requests.
Swiss Post explained the rationale behind the pilot: “Nine out of ten customers simply want to make a quick payment, drop off a parcel or a registered letter at a post office. Swiss Post aims to serve these customers even more efficiently than before. For customers who would like advice or have other more time intensive requirements – such as opening a PostFinance account or concluding a new mobile phone subscription – Swiss Post is setting up special advisory options at selected post offices.”
The pilot project will be running at around 70 post offices throughout Switzerland over the coming months. Swiss Post will also be testing a general redesign of customer areas in the pilot post offices which, in some cases, will included a modified ticketing system.
The first pilot project is starting today (15 July) at 14 post offices in the Weinfelden/Frauenfeld area. More will follow in August at Geneva Petit Lancy, Visp, Lugano Centro, Interlaken and Delémont.
Swiss Post expects that the initial results of the pilot projects will start to come through at the end of this year, and it will then decide on ”a possible nationwide rollout of the new realignment of services for the post office network”.
