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Royal Mail customer experience survey

By Chris Dawson September 26, 2011 - 8:33 pm

Royal Mail would like feedback from people who have recently had contact with their sales and account team. They say that your feedback is very important and is key to helping Royal Mail better meet its customers’ needs. If you would like to help by providing your feedback through a survey then it should take you no longer than five minutes to complete.

Opinion Leader have been commissioned by Royal Mail to run the survey which will be available until Thursday 06 October.

No comments will be attributed to you personally or to your organisation without your express permission so feel free to be honest. However if you have any opinions of Royal Mail that you’d like to share more widely feel free to use the comments box below.

Edited to addSurvey link removed as it’s expired

  • Terry
    10 years ago

    Oh Chris, dont tempt me, that wud be the longest reply u wud get, I cud spend all day telling you about RM and their how shud we say this “intresting service”

    lol

  • Chris
    10 years ago

    I clicked on to complete the survey only to be told that I had already completed the survey – This is News to me. Over the years I have completed several surveys on all sorts of issues and subjects but to my certain knowledge I have not completed this one on the Royal Mail. So I wonder if anybody else has had the same result. In which case possibly to exclude those with very strong opinions on Royal Mail they are going to exclude everybody. In which case why do the survey?

  • 10 years ago

    Oops, it’s telling me that as well now – looks like it was a one use survey!

    Just let us know what you think of RM in comments 🙂

  • 10 years ago

    We just cancelled collections as Royal Mail decided that they wanted about £680.00 a year for offering us that priviledge.

    Obviously larger companies get the service for free, so it is small companies that once again get pushed out of services.

    If there was a viable alternative we would use them in an instant.

    • Hereford United fan
      10 years ago

      Having a collection costs Royal Mail money. Surely it is appropriate to charge the lower volume customers.

    • Chris
      10 years ago

      Surely they are delivering to a premises at least once a day? Why does collecting from that premises at the same time cost them money? Obviously if they have to make a separate journey to make a later collection it will cost them money but as most of us get our daily delivery in the afternoon there should be no extra costs if they collect that post that was ready to go at that time for free. Obviously if there is more post made ready later there is a possible need for a later collection. The trouble is that like all in the so called Public Sector they all see us in the so called Private Sector as having to pay through the nose to keep the grossly inefficient “Public Sector” going.

    • Old Hand
      10 years ago

      Obviously it takes more time, the postie would have to have more knowledge, training in order to check postage was correct. Then there is the potential extra load the postie would have to carry, expense of driving to more places rather than walking.

    • 10 years ago

      Post is normally delivered (to this small business anyway) on foot, but collected by van – it simply wouldn’t be practical to collect a large sack of mail if the postie was walking his round. Also the time of post delivery can vary here by several hours, time of collection by about 15 mins – I need to know what time the collection will be to get as much post out as quickly as is feasible.

      Whilst there’s no doubt that £680 is a large chunk to pay in one go, looking at it on a weekly or daily basis, it doesn’t amount to so much. It would certainly cost me a lot more to deliver my own mail to the sorting office (or even the nearest post office), even without factoring my time into the equation.

    • Chris
      10 years ago

      I am located in a small village. The Postman parks his van in the street and delivers to each premises on foot. If I had a bag of post there would be no problem with him delivering each premises post and then going back to those who post out and collect theirs and take it to the van.

      Obviously in Urban areas where the Postman either carries a sack or has one of those trollies it would probably be impossible. But surely the service could be tailored to the situation in the particular area. As an example an Industrial Estate. Say 25 premises. The Postman goes round and delivers to each and collects at the same time.

      As far as differances in time is concerned that is always going to be a problem. But my post is always at the earliest say 1pm and latest about 3 pm. I could just about live with that but in my case I go to the Post Office each day(in another village-mine does not have a PO) and I do other business at the same time(such as getting the days paper(we do not have a shop either)

  • 10 years ago

    Gotta give them credit for trying to collect feedback and possibly improve their service.

    • Chris
      10 years ago

      Place your bets here that the results of the survey will be that the Post Office is almost perfect because they will “Cherry Pick” the responses for the ones that they like.

    • northumbrian
      10 years ago

      some smart arse snot nosed kid has blagged some silly sod to pay for this survey
      nothing will come of it other than as Chris says Royal mail will conclude their near perfect, Royal mail are good at throwing money at daft ideas
      Remember “Consignia”

    • Chris
      10 years ago

      It would be interesting to know just how much Royal Mail are wasting on this “Survey”. Its probably well into the £thousands but I would guess that Tamebay contributors could give thenm all they need to know for nothing.

    • northumbrian
      10 years ago

      too right
      I could let royal mail know,
      if we had been in business for hundreds of years we would expect to be better,
      delivery service is ok, though when something goes missing their service is abysmal, they run you round in circles and give you utter gaff

  • northumbrian
    10 years ago

    paypal, ebay, royal mail, governments etc often come out better than they should in a survey not because their faultless, but because there is nothing better available

    • Chris
      10 years ago

      Governments and indeed Political Parties see “Surveys”, “Opinion Polls” etc all the time. In reality there is really only one that is worth a light and that is the General Election(in regard to National Government). The Last General Election showed that very few liked or trusted the Labour Government and that many had reservations about the Conservatives and LibDems as well. So nobody got a good result and there is not a meaningful alternative either.

  • hawkwind
    10 years ago

    I would like to know why ebay sellers are treated differently than other users.

    If i pay for a service it should not matter if its an ebay item or a normal item that gets lost.

    They have not supplied the service i paid for and should not take longer or try and refuse compensation because it was sold on ebay.

  • Terry
    10 years ago

    I would always recommend to fill them in, The message sometimes get through, I filled one out a few yrs ago with ebay, and I was very honest, a week or so later got a call from ebay, our account manager about what I had said in the survey.

    I think someone must of took notice of what was said, as after our service from our account manager improved tons.

    Well worth filling out surveys

    • Chris
      10 years ago

      In most surveys carried out by reputable companies there is a statement that your details will not be disclosed. Now unless the particular ebay survey was carried out by ebay itself obviously the “reputable” company carrying it out did disclose your details.

      In your case from what you said it looks as if your service improved. But I can imagine circumstances when a company obtains your identity and your views and uses them to justify cutting off your service altogether or maybe “disciplining” you in some other way.

      I agree about always filling in surveys but you should always be careful about ensuring that it is being carried out by a reputable company and that there is a statement present about non disclosure of your details.

    • northumbrian
      10 years ago

      @TERRY fill a lottery ticket in too
      your obviously
      extreamly lucky

    • northumbrian
      10 years ago

      though thinking about it your unlucky
      our experiance of ebay account managers are that they are time consuming pests

  • Ramune (daisy)
    10 years ago

    RM IS REALLY BAD, even if i ebay customer, even if i sended special recorded delivery – and item lost, they can;t help,… and i loosing money and its much its 277£ i am trying and tryng, it months past now, they just replying sorry contact someone else,… i am tired of that… 🙁

    • Old Hand
      10 years ago

      Royal Mail are great. Of all the large organisations we deal with they are the best. They have never lost a package we have sent (to a UK address) and none have been damaged. We package well (for transit and the customer), we address boldly and check addresses that seem odd, we don’t oversell our goods so the overwhelming bulk of our customers are filled with delight when they receive their goods.

      Don’t blame RM, don’t blame the customer, advertise crap as gold, cut corners to theoretically maximise profits and problems arise. Like “special recorded delivery” doesn’t exist maybe you describe products that don’t in reality exist.

      *Yes I know there’s the odd few bad buyers but if you are good at mail order it is less slippage than bricks and mortar, markets etc.

    • northumbrian
      10 years ago

      why do Royal mail need a recorded or special delivery service if they are so good and they never lose anything ?

    • Gary
      10 years ago

      Royal Mail need to offer the service because Paypal and eBay insist on tracking records in the event of a buyer dispute.

      Its not about Royal Mail. Its about dodgy buyers. And maybe the UK weather?

      I would agree that bricks and mortar and market theft is far higher than mail order theft. Those who operate counter sales are always on the lookout for long coated folk carrying carrier bags or groups who play the distraction game. No such worries with mail order.

    • Old Hand
      10 years ago

      It’s about a thousand things but each tiny and most the fault of the person at either end of the chain rather than the company in the middle.

      Registered was devised for important documents because some things arrive in the post that are unwanted by the recipient! Special Delivery for the same but time sensitive, remember first class is not a guaranteed next day service.

      Things get lost for a few reasons I bet a lot of them are christmas cards. Ask your postie about the stupid addressing that they see.

  • northumbrian
    10 years ago

    in fact Royal mail admit to over a million items a year being lost for one reason or another

    • Gary
      10 years ago

      Items are lost becuase sellers don’t package properly or use incorrect addresses or address labels that fall off or that don’t put return addresses on or include an invoice so that stuff that cannot be delivered can be returned.

      You do get the occasional rogue postman also which can happen in any delivery organisation. Can you blame Royal Mail for this? I’m pretty confident that I know what most genuine good posties would do to any rogue postman that is found out and the word I am thinking of begins with C.

      Its not always about Royal Mail.

    • northumbrian
      10 years ago

      royal mails extensive security system plus a large staff of detectives
      seems excessive for the occasional rogue postman

    • northumbrian
      10 years ago
    • northumbrian
      10 years ago

      you only need to google for regular stories of sheds and garages full of stolen and undelivered mail

    • northumbrian
      10 years ago

      from Channel 4 despatchs programm feb 2010

      “The reporters find an antiquated system with lax security, poorly trained agency workers – many of whom are clearly not up to the job – damaged and defective equipment and allegations of stealing.

      Out on their rounds, they are bombarded with complaints from angry members of the public who have experienced damaged mail, delays and poor service, and behind the scenes some managers and workers express contempt for the customer and their concerns. “

    • northumbrian
      10 years ago

      we will say to Royal mails credit we use them almost exculsively. our online business would not be viable without them

    • Old Hand
      10 years ago

      That guide is a crock. The one clear misdirection is packaging parcels, making them nearly impossible to get open severely impacts the customer in a negative way. Make packages easy to open and with the minimum of materials to dispose of and you will have happier customers.

      I’ve been selling mail order for two decades and buying lots too living fairly remotely (motoring/time expenses make mail order cost effective). The last decade or so since retail got the idea of selling on the web most I spend online. I also used to go to auctions with RM undeliverables were on sale so have seen a bit of that end of it too.

      No one disputes the odd rogue postie, RM saying one million missing items is nearly one in 2000 if I recall correctly that they handle nearly 2 billion per year. The vast majority of those will be user error, I’ve seen very many that RM managed to deliver to me successfully badly packaged, wrong address etc.

    • Chris
      10 years ago

      I have reservations about the advice to “make packages easy to open”. As the post(of all sorts) goes through the system there are many occassions when it could come in contact with object that could catch in the packaging. If it is too easy to open then you can almost guarantee that it will be opened within the system. Obviously this will mean possible damage to the contents and bringing it to the attention of the “ungodly” who might steal it.

      My advice would always be to pack safely and securely but at the same time to remember the final recipient who has to open it. So do not “armour plate” your post but to have enough packaging to protect it. Obviously if you are sending something fragile(such as glass) it will need a lot more packing. than if you are sending say a pair of shoes. I know that over the years I have stood in the queue at Post Offices and seen people with packages that are obviously fragile in thin skinned boxes with little or no packing and they expect them to arrive safely. I never fail to be astonished about the number of purchases I make on ebay that turn up with no return address on the package and no invoice inside. So if the address label is detached how is the PO going to know that it is for me?

    • Jimbo
      10 years ago

      Northumbrian, do you have a major problem with items in the UK getting lost by Royal Mail?

    • northumbrian
      10 years ago

      no we dont have a major problem, with lost mail,
      same as we dont often have major problems when we travel on the motorway
      but they happen to someone

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