Postal Service Receives Top Marks From NISE Customer Satisfaction Index

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The Barbados Postal Service (BPS) has come in for high praise from the Barbadian public.

The organisation received the highest customer satisfaction rating among a number of public sector entities in the National Initiative for Service Excellence (NISE) 2010 Customer Satisfaction Index, with a score of 80 out of 100.

And the accolades have continued, with the BPS achieving the 5th highest customer satisfaction score overall among the public and private sector organisations surveyed.

According to the report of the NISE Customer Satisfaction Index (NCSI), the BPS recorded its highest scores for the process of mail delivery, which measured such indicators as reliability and accuracy.

Upon release of the findings of the NCSI, Postmaster General, Joel Brathwaite, took the opportunity to commend the postal staff.?? He said: "I am extremely pleased with the results for the BPS.?? I wish to thank the hardworking and dedicated staff of this department for so capably carrying out their duties, especially our Letter Carriers who daily serve our customers.

"I wish to thank the public for their confidence and trust in us as well. We recognised that there is always room for improvement, and we will seek to improve those areas in which we did not perform highly.?? We will try to exceed the public’s expectations of us," the Postmaster General stressed.

The NCSI survey measured the following: the level of comfort of facilities; the timeliness of processes to transact business at the BPS, the ease of completing a process and the efficiency of the process; the ease of or difficulty in getting general information from the BPS, and the clarity and usefulness of the information received.

It also examined satisfaction with the telephone interface between Customer Service and the public; the customers’ ability to reach the right person at the BPS and the courtesy and professionalism of the staff.

In addition, customer expectations, along with agency trust and complaints were also measured.?? Not to mention, the BPS’ scores for customer expectations and agency trust were the highest in the public sector, while the percentage of customer complaints were the lowest of the government organisations surveyed.

The NCSI report also revealed that when benchmarked against other international postal administrations in the United States, the United Kingdom and Singapore, the BPS’ results remained outstanding and were well above the industry average.????

tblackman@barbados.gov.bb

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