At Transend, we keep in touch with issues facing today’s international postal organisations. We do this by asking the right questions and listening closely to the answers we receive. In a recent survey we asked selected postal organisations for their feedback on the questions below. We thought you might find the results very interesting...
In each of the following questions, we asked postal organisations to rank the suggested answers in order of priority, from the most important to the least important.
Highlight the most critical issue facing your postal organisation.
- Growing revenue
- Impact of competition or liberalisation
- Impact of technology on mail volumes
- Reducing costs
Result
75% of responders rated ‘Growing revenue’ as their first or second priority, while over 60% rated ‘Impact of competition or liberalisation’ as their first priority.
View from Transend
This is encouraging news. It’s great to see more and more postal organisations taking an optimistic approach to their futures, rather than simply focussing on reducing costs.
Over the next 12-18 months which areas will your organisation focus on?
- Operations reform
- Service quality improvement
- Retail reform
- Counter automation
- Delivery reform
- Transport reform
- Mail mechanisation
- Regulatory reform
- Other
Result
Nearly 70% rated ‘Operations reform’ and ‘Service quality improvement’ as their first or second priority.
View from Transend
To get satisfied customers, you need to deliver on the promise of your core service by concentrating on ‘service quality improvement’ and ‘operations reform’. It’s great to see the majority of postal organisations doing this as it helps to give you the competitive edge by building a loyal customer base that learns to trust your ability to deliver on promises. If you can’t deliver mail, why would your customers trust you to undertake more complex services?
What is your organisation’s greatest obstacle to successful change?
- Lack of investment capital
- Industrial relations
- Change management experience
- Management capability
- Regulatory environment
Result
50% rated ‘Lack of investment capital’ as the biggest impediment to successful change, ranking twice as highly as ‘Industrial relations’.
View from Transend
Most postal organisations find that investment doesn’t need to be significant in order to make improvements and it is important that lack of investment capital or industrial relations challenges do not become justifications for inactivity. What is more important is that your organisation has a commitment to ongoing change e.g. cultural, operational or process. Many operational reform projects require little capital investment and can be self-funding i.e. they can achieve improved service quality and reduce costs.