Meeting the needs of our customers is our first priority. Championed by our Chairman, President and CEO, Murray Martin, we are raising our commitment to customer experience and service. In 2008 we hired a specialist to lead our first Customer Experience team and to establish a new strategy. Since then we have significantly expanded our investment in seeking customer feedback and processes to tackle customer dissatisfaction. We have set targets to improve our customer satisfaction rate and customer loyalty metrics. We will report on these in 2011.

Steps we have already taken include:

  • Segmenting our customers according to their mailstream business needs
  • Reorganizing our service teams to better meet the needs of each segment
  • Increasing the number of employees trained to improve customer service
  • Setting customer service goals for cross-functional teams
  • Creating an internal customer service website for employees to share issues and ideas
  • Streamlining our processes to speed our response to customer issues.

We measure customer satisfaction on about 80 percent of our transactions. Each instance of dissatisfaction is fed back directly to the relevant business unit, and within three business days an action plan is developed to tackle the issue and its causes.

We undertake qualitative research regularly to deepen our understanding of customers’ needs and concerns. In the past we have conducted surveys in the United States and parts of Europe. We intend to standardize and globalize these surveys by the end of 2009.