Tag: Europe

Post Shop – Shop in a Post Office in Serbia

Posted by | Jun 7, 2007 | |

Postal and telecommunications products, office and school material and many other articles, you can find all that at one place – in our Post Shop!

This unique shop which offers to its customers various attractive and high-quality products at affordable prices was opened on June 7, 2006, within the Post Office Belgrade 1 (Post Office in Takovska Street).

Due to the necessity of change in the manner of sales, enhancing of the Post office sales assortment, customers needs, experiences of postal administrations in abroad, as well as the increase in revenues and market share, we have faced with the demand for opening of the specialized shop which would include in its assortment the entire range of the postal products, all in one place within a Post Office.

By introducing of this new sales concept we managed to find the right way to satisfy the customers’ needs related to the more comfortable service in the Post Office and realize more intimate and permanent contact with the consumers, with the goal of achieving a higher level of the quality of service.

Post Shop offers a wide range of products and services, such as: postal stamps, packaging material, insured postal items and forms, postcards and greeting cards, decorative envelopes and letters, home mailboxes, fixed line and mobile telephones, pre-paid cards and numbers for mobile networks, Hallo cards, address books and various office materials, photo cameras, calculators, computer equipment, various souvenirs, city maps, educational and tourism CDs, as well as the payment of virtual vouchers, Internet coupons and copying services.

After we have opened the first Post Shop, it is our intention to implement the same concept in each big city and tourism center in the country. In that way we will create a network of uniform shops of recognizable image which will represent the future of retail sale in Serbian Post.

Read More

Presentation of Posten AB's New Service Network

Posted by | Jun 7, 2007 | |

This English version summarises two reports about Posten AB’s new service network that were published by the National Post and Telecom Agency (PTS) in 2004 and 2006. The aim of this document is to describe the development of Posten AB’s new service network, which is largely based on franchises rather than traditional post offices. Today, consumers have access to various postal services through grocery and petrol station chains. This document describes Posten’s experiences from over five years of operating the service network and the changes made during this time. The National Post and Telecom Agency (PTS) is the supervisory authority for the postal sector, for which reason the authority’s assessment of the new service network is also included. This assessment is based on the regulatory framework which must be complied with by the operator allocated responsibility for providing a universal postal service. The reactions of consumers to changes in the service network are also described.

Read More

Fujitsu research reveals retailers are not meeting high consumer expectations

Posted by | Jun 7, 2007 | |

Research commissioned by Fujitsu Services has revealed that retailers are not meeting high consumer expectations for automated services that offer increased convenience and improved customer experience – despite the technology being available.

The pan-European research, which consisted of 12 focus groups and quantitative questionnaires completed by 2,400 people, illustrated a strong willingness amongst consumers to try new self-service technologies. Over two thirds of those questioned felt that automated services improve the efficiency and convenience of their lives. However, in order to ensure consumer satisfaction, retailers need to shift from an operational model focused on generating cost savings and reducing headcount, to a more customer-centric approach.

Managing customer experience across multiple channels is also a key challenge for retailers. Consumers view a retail brand as one business and expect the same experience no matter which channel they are using for product research, purchasing or queries. Almost 70% said they find it irritating when they have to submit personal details more than once. In contrast, many retailers still run online operations and other service channels like telephone contact centres, in silos of their own, almost entirely separate from the store network.

Read More

The Needs of Postal Users – Customer Survey 2006 – also Library L13970

Posted by | Jun 6, 2007 | |

Executive Summary
Background
Postwatch, Postcomm, and Royal Mail jointly funded a research project with the aim of determining users’ perceptions of the postal service, and the key needs of postal service stakeholders. This was the first large scale research project attempting to define the needs of users by directly asking residential and business users what their needs were. The results may be very useful for Postwatch in their role as the consumer watchdog, with information about the preferences of postal service users (and potential users) feeding into Postwatch policy and the overall Postwatch remit.

Key Findings
The key findings of the research are reported below, whilst the full set of results can be found on the Postwatch website as part of the research project’s final report.
-The Universal Service Obligation
Although few survey respondents had heard of the Universal Service Obligation, there was widespread belief that all its features were important. The features that were felt to be important were deliveries and collections at least every working day, affordable prices for all, and geographical uniformity of stamp prices.
-Knowledge of Postal Services
Approximately three quarters of respondents were aware that 1st Class mail is expected to be delivered one working day after posting, and 2nd Class 3 days after posting, but most respondents did not know the correct price of 1st or 2nd class stamps. Despite a lack of knowledge of stamp prices, most respondents thought postal services were affordable and good value for money.
-Quality of Service Experience
Many respondents reported problems with their mail in terms of quality of service, with approximately half of all survey respondents reporting problems with lost mail and damaged mail in the previous 12 months. Approximately two thirds of respondents also reported incidents of mail being delivered to the wrong address in the past 12 months. Despite the apparent problems, respondents were overwhelmingly satisfied with Royal Mail’s quality of service, with approximately 9 out of 10 respondents perceiving the service to be very good, quite good or neither good nor bad.
-Collections
Post Boxes and Post Offices are used by most people according to the survey, although the regularity of use differs widely. Callers Offices are also used frequently by residential customers to collect packets and parcels from, but less frequently by businesses. The survey also showed most respondents were very satisfied with the density of post boxes, both in rural and urban areas.
-Deliveries
The research showed deliveries made to the front door of properties were seen as being a valuable asset, with most respondents not willing to lose this level of service even if it meant earlier deliveries or a cheaper postal service. Respondents were also shown to not want any decrease in the number of deliveries made per week, with respondents saying they would be worse off if deliveries were any less frequent than now.
-Collection and Delivery Times
7% ospondents thought the last collection time of their post boxes had changed in the past 12 months, with the majority of changes resulting in earlier collection times. Respondents were generally very satisfied with all elements of the collection process, although they were least satisfied with the opening hours of callers offices. Delivery times were thought to have changed within the past 12 months by approximately 40% ospondents, with the majority of those reporting a change stating that delivery times were now later than before. The research showed that respondents were somewhat worse off if deliveries were made at 12pm rather than 8am, and far worse off if deliveries shifted from 12pm to 4pm or later. Delivery time consistency was measured in terms of the variations in delivery times, with the results showing approximately half of respondents had very consistent delivery times ( /- 30 mins), but a significant proportion had ve

Read More

Howard Tenens joins Pall-Ex network

Posted by | Jun 6, 2007 | |

Howard Tenens owns a prestigious fleet of 200 vehicles operating from 6 sites across the UK, and serves a range of client industry sectors including automotive, major retailers, food and paper manufacturers. Howard Tenens (Swindon) Ltd will enable the network to offer even better service and coverage in the busy Swindon location. Joining the Pall-Ex network gives them access to an additional fleet of over 7500 vehicles and full UK coverage.

Howard Tenens is a privately owned business operating in Swindon for over 40 years. Its experience in providing supply chain management services will be further complimented by the additional services of the Pall-Ex network. Matt Bibb, Divisional Director comments, ‘Traditionally Howard Tenens have provided full vehicle movements, by joining Pall-Ex, customers in the Swindon area can also benefit from a highly competitively priced single pallet movement to anywhere in the UK further enhancing our services to the local businesses in the area.’.

Howard Tenens fleet comprises of vans, 7.5, 18 tonne vehicles and articulated lorries. Pall-Ex are delighted to have this well established business join their network, as their superlative service standards mirror those of the Pall-Ex network as a whole.

Read More

Advertisement

Advertisement

Advertisement

P&P Poll

Loading

What's the future of the postal USO?

Thank you for voting
You have already voted on this poll!
Please select an option!



View ResultsHide Results

Post & Parcel Magazine


Post & Parcel Magazine is our print publication, released 3 times a year. Packed with original content and thought-provoking features, Post & Parcel Magazine is a must-read for those who want the inside track on the industry.

Subscribe to the Magazine

 

Pin It on Pinterest