Courier April 2013 - myroyalmail

Did you10 April 2013 know… Nine out of 10 customers consider Royal Mail a core part of the community – particularly in rural communities.email courier@abcomm.co.ukWatch weekly For daily news, visit myroyalmail.com t@RM_COURIER April 2013 11deli very reportTheSomething for youTime: 10.50am Date: 8 April 2013Name: Mr Paul RubyAddress: Briar Cottage19 The GarthSunderlandPostcode: SR1 1ZZYour item:Special DeliveryInternational item Number of items:Calm and collected...Hilary collects her parcelGuaranteed Letter 1Most people’s experience of usis when we deliver to them. Theway we do it has a major impacton what they think of us. So theCourier team dusted off our creditcards and ordered stuff online tosee how well it would be delivered.We know it’s not an exact science,but our experiences did highlightsome points. We asked Paul Smith,customer experience operationsimprovement manager, to assessthe P739 ‘Something for you’cards we received, with someencouraging results.cartoon cornerUseful... Rob’s P739got a good reviewSpecial Delivery item – deliveredby Coventry City NorthThe recipient was out, and aP739 card was left saying the itemwas at the delivery office. SpecialDelivery items aren’t meant to beleft with a neighbour, so the postmangot this right.Paul says: ‘A well-completed card. Theonly minor errors are the postcode of theaddressee and the walk duty initials andduty number are missing. It’s also goodto see a P3756 label (which shows that aP739 cardhas beenleft) usedon theitem, fullycompletedwiththedutyGood experience... Lisavisits Coventry City Northnumber and initials.’Postman Rob Clarke says: ‘I’m glad mycard got a good review and I’ll make a noteof the comments – that’s a useful reminder.It’s really important to fill in all the informationas it makes the whole process easier forthe customer and at the enquiry office.’When we visited the enquiry office,everything ran seamlessly. There were twostaff on duty dealing efficiently with a shortqueue, and the item was located quicklyand we were asked for a signature.Cathy Clarke (no relation to Rob!)served our mystery shopper, Courier editorLisa Mobley.‘I don’t normally work in the enquiryoffice but am helping out, and it’s certainlyopened my eyes to some of theincorrect P739 forms we get back,’ saysCathy.Eye-opener... Cathyserves in the enquiry officeeBay order and redelivery –delivered by GranthamThe item could have been leftwith a neighbour, but wasn’t. It’simportant that we try to deliveras many items as we can firsttime by leaving them with neighbours,unless the customer hasopted out of the scheme.However, the P739 card impressesPaul: ‘The card is filled in well. Myonly possible criticism is that I can’tread the time clearly, but that couldbe down to personal handwriting.Another good point is that the walkduty has tried to help the enquiry officestaff by stating the item is ‘white’,which is a great help when identifyingitems when customers call to collect.’Our mystery customer, reporterTracey Davies, opted for redeliverybut was out again when theitem was redelivered. PostwomanAlison left another P739 card.Impressed... Tracey with thewell-completed cardsAlison says: ‘It’s important to be asaccurate as you can when filling outthe card to make it easier for staff tofind the item quickly.‘I always try to add any extra informationthat I think would be useful tothem, including the colour. I alwaysmake sure I fill in the attempted redeliverysection on the card as it showsthe customer that we are doing whatthey asked. It’s good customer service.’The parcel arrived in the next redeliveryslot complete with the correctredelivery sticker and two P739notice stickers.Tracked order – delivered by HitchinThe item couldn’t be left with aneighbour. Instead, a P739 card wasleft.Paul says: ‘A decent enough card, butthe walk duty has not completed theirinitials or duty number. As the item isTracked, they have not completed theitem reference number at the bottom ofthe front of the card.‘The walk duty should have advisedthe customer that the item requires asignature, as well as it being too largefor the letterbox.’Reporter Hilary Robertson was ourmystery customer for this one. She says:‘When I received the card, I went onlineto check the tracking information.It told me the parcel was at Stevenagedelivery office. However, I knew that,since our Hitchin office closed last summer,parcels have to be collected fromBrookers, our local hardware shop thatnow holds the post office. I collectedthe parcel there without any problems,and didn’t even have to queue for verylong.’perfect P739 – how to fill it inRoyal Mail is a trading name of Royal Mail Group Ltd. Registered in England and Wales. Registered number 4138203. Registered office at 100 Victoria Embankment, LONDON, EC4Y 0HQ.////Your item is:waiting for you at your local Delivery Office (see reverse of card)in your official Safeplacewith your neighbour atItem number(s):Delivery officer’s initials and duty number:Your item is waiting for you at your local Delivery Office at:OMRoyal Mail Tracked ®Royal Mail Signed ForRoyal Mail Service CentreChippendale House9 Mary StreetSunderlandSR1 3NHTel: 0845 6 112313What to do next:• Collection from Delivery Office: Either you or a nominated personcan collect the item. Please leave 6 hours before collecting.Please bring this card and proof of the addressee’s ID, such asa valid passport; driving licence; credit or debit card; bank orbuilding society cheque book or an official photo ID card.• Redelivery or Local Collect ® service: You can arrange for us toredeliver the item to your address or to an alternative local addressfree of charge. Unfortunately, we can’t redeliver Special Delivery or Royal Mail Tracked ® items to an alternative address. Or you canhave your item taken to a local Post Office ® branch for a small feefor you to pick up using our Local Collect ® service*.To arrange a Redelivery or Local Collect ® service visit:www.royalmail.com/redelivery* visit royalmail.com for pricesPlease note: we will keep items for a period of 18 calendardays before returning them to the senderIf you are deaf or hard-of- hearing and have access t oatextphone,please call 08456 000 606.www.royalmail.com/redeliveryParcelPerishable itemcould not be delivered because:a signature is required it’stoo large//®//unable to gain accessplease note this was an attempt to redeliver as requestedPaul’s summaryAG 4314 0078 6GBDM 177HOURS:MON, TUE, THU, FRI7.30am – 6.00pmWED ONLY7.30am – 8.00pmSAT7.30am – 2.00pm‘Overall, not a bad performance atall. It shows that we get it rightmost of the time.‘But we do need everyone to remember to deliverto neighbours. It’s a great way of delivering abetter service to our customers. It’s what ourcustomers have been asking for, so it’s importantthat we give them what they want.’P739Apr 13 gRoyal Mail, the Cruciform and the colour red are registered trade marks of Royal Mail Group Ltd. Somethin for you ©Royal Mail Group Ltd 2013. All rights reserved.