To improve the service level in the post offices, Latvijas Pasts has started to measure customer satisfaction, inviting customers to use special service detectors or smiley devices and assess the quality of the service received. Service meters can currently be found in ten post offices throughout Latvia, and in several months they will be moved to other Latvijas Pasts post offices on a random basis. The obtained results will be used to identify the necessary improvements in the particular post offices.
The smiley device has buttons showing four emotions: smiling, neutral, sad and angry. After receiving the service, the customer is supposed to choose an emotion that corresponds to his or her assessment of the service received and press the respective button. The customer satisfaction measurement devices can currently be found in ten post offices throughout Latvia: Riga post offices No. 4, 5, 17, 21, 25 and 50, Valmiera post office No. 1, Daugavpils post office No. 1, Tukums post office No. 1 and post centre Jelgava, and they will also be moved to other Latvijas Pasts post offices on a random basis in several months.
Measuring customer satisfaction in post offices is just one step within the set of measures implemented by Latvijas Pasts to improve customer care and service speed in the post offices.
Mārcis Vilcāns, Chairman of the Board of Latvijas Pasts, points out: “This is one of the several projects launched, while continuing to improve customer satisfaction – in parallel, for example, to the modern customer flow management system introduced in almost 50 post offices, the mobile application that allows the customer to apply for the postal services remotely from his or her smartphone and the implementation of the new-parents-friendly post office concept. Customer satisfaction measurements will enable us to understand the customer sentiment in the particular post offices and make immediate steps to address deficiencies more rapidly.”
In 2017, Latvijas Pasts also actively implements other improvements regarding the quality and speed of services, including the development of special employee motivation programmes and refurbishment of the equipment and infrastructure necessary for work.
About SJSC Latvijas Pasts
Latvijas Pasts ensures the widest availability of postal services throughout Latvia by maintaining more than 600 post offices. The primary function of the company is provision of the universal postal service; Latvijas Pasts also provides commercial transport, express mail, payment, press subscription, retail and philatelic services. Latvijas Pasts is a wholly State-owned company with more than 4,200 employees. The quality measurements of Latvijas Pasts domestic mail deliveries are regularly conducted by Kantar TNS, one of the leading market, social and media research agencies in Latvia. In turn, the quality measurements of the cross-border deliveries are provided within the framework of the International Post Corporation through the intermediary of the research companies Kantar TNS, Ipsos and Quotas.