The initial demand:
Three major issues
– Average waiting time over 12 minutes.
– Low customer satisfaction
– Frustration of internal teams
Initial Pilot run over 3 months to test the approach
9 workshop including internal and external stakeholders ( customers, front-line sales staff, regional and head office staff)
The participants worked together to find new ways to improve the customer sales journey.
After the workshop we created a Co-creation kit so each of the 11 000 post offices could continuous improve their service and redefine the customer journey locally.
Results within 6 months
Average wait decreased from 12 minutes to 5 minutes (now 2 mn)
All service indicators improved (staff efficiency, pleasantness, flexibility)
Customer satisfaction increased to 93%
All employee indicators improved ( satisfaction, absenteeism)
For the last 3 years la Poste has received le prize for best service experience in the TNS – Baring point podium of customer service