Quality of service questionnaire

Survey on the development of customer satisfaction measurement tools

The POC Committee 3 Letter Post Quality Measurement and Improvement Group (LPQMIG) has been tasked with conducting a survey on:

  • Identification of the customer satisfaction measurement tools (CSAT surveys) in use by your desig-nated operator (would you be willing to forward them to the International Bureau?);
  • The demand for customer satisfaction measurement tools that your designated operator may use in the future.

Instructions

  • Customer satisfaction surveys in use (blue table): please use an "X" to mark the channels and types of surveys currently in use by your designated operator;
  • Demand for customer satisfaction measurement tools (green table): please fill in the relevant answers using the drop-down menu in each cell. To begin, please tell us about your demand by answering either "yes" or "no" in the drop-down menus in columns I, K, M, O, and Q. Next, please indicate the level of demand for each contact channel in your company by selecting 1 (no demand), 3 (low demand) or 5 (high demand) in the drop-down menus provided.

Survey on the development of customer satisfaction measurement tools

Please complete the table and return it to the International Bureau by 30 June 2014 at the latest to: information.QS@upu.int