Page 71 - PostEurop Business Forum
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Frank FERRO - Director IT Logistics, POSTNL
Core figures POSTNL mail
TOTAL NUMBER DELIVERY
COMPLAINTS
87 343
NUMBER OF MAIL PIECES A DAY
9.2 M
NUMBER OF MAIL MAN/WOMAN
32 579
NUMBER OF RUNS
Number on duty 22 180
~23 000
Complaints cost money but also is bad for the PostNL’s
reputation
Costs REPUTATION
COSTS CAN AMOUNT UP COMPLAINTS HAVE A NEGATIVE EFFECT ON
to €30 PER COMPLAINT CUSTOMER SATISFACTION AND REPUTATION
REACHES OUT TO MORE
FRONT-OFFICE THAN 1 CUSTOMER
BACK-OFFICE SOCIAL MEDIA
EXPOSURE ON THE
CLIENT VISITS COMPLAINT BUT NOT
ON THE SOLUTION
