Post Office Tops NISE Customer Satisfaction Index for Public Service
The public of Barbados has given the Barbados Postal Service (BPS) its vote of confidence. 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.
The accolades do not stop there as the Barbados Postal Service achieved 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 the reliability and accuracy of mail delivery.
Upon release of the findings of the NCSI, Postmaster General, Mr. Joel Brathwaite took the opportunity to warmly commend postal staff: “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 – most especially our Letter Carriers (both male and female) who daily serve our customers.”
“I wish to thank the public for their confidence and trust in us as well. We recognized 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 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 efficiency of the process,
- The ease of or difficulty of getting general information from the BPS and the clarity and usefulness of the information received,
- 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 staff.
Customer Expectations, Agency Trust and Complaints were also measured. 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.
Indeed, the NCSI report revealed that when benchmarked against such other international postal administrations as those in the United States, United Kingdom and Singapore, the BPS’ results remain outstanding and are well above the industry average.
The Postmaster General concluded: “While we take comfort from the survey, we are convinced that we can improve on this performance and will make every effort to do so.”