POST Luxembourg is the leading operator of postal and telecommunications services in Luxembourg, offering its services to private and business customers. Other activities include financial services. Founded in 1842 as an administration, POST Luxembourg became in 1992 a public company owned by the Luxembourg State and is one of Luxembourg’s largest employers.
POST aims to differentiate itself through exceptional service rather than the lowest possible prices, with the ambition to positioning itself as the preferred brand for its customers and employees. To achieve this goal, POST created a few years ago a CX vision with the tagline: “We are on it. Promised!”
At the time, their complaint handling process didn’t reflect this Vision, leading to a certain level of frustration among customers due to incomplete complaint handling or inadequate compensation. Faced with this situation, the Executive committee decided in 2021 to focus in particular on optimising the customer experience for both residential and business customers in order to harmonize complaint handling across the 3 business lines of the company.
In addition to better managing customer complaints, POST Luxembourg had several goals, including improving its NPS by 25 points. The new initiative, which was launched in collaboration with the consultant Onestone, consisted of five stages and took around one year to be fully implemented and provide its first results. This involved a comprehensive training plan for middle management and staff as well as individual coaching.
One year after implementing the initiative, POST managed to:
- increase customer satisfaction, with an NPS up 31 points to 56
- reduce complaint reopenings to 1%
- build stronger relationships with customers and
- unification of complaint handling across POST’s three business lines (telecom, postal, and banking services).
The organization truly excels in nurturing customer relationships by assigning a dedicated contact center representative to each customer case until resolution. While POST Luxembourg respects the customer’s preferred communication channel, their agents proactively choose the most effective channel to ensure the utmost peace of mind for the customers.
The judging panel was equally impressed with the results of this gold-winning initiative. Read what one of the judges said after POST’s presentation:
“An outstanding project, congratulations! I was delighted with the commitment of POST Luxembourg to redesigning the complaints handling process, and with the idea of calling and talking to customers in order to understand their problem, before starting any analysis. Much success to the whole team! Congratulations once again.”
Eighty-three percent of customers say that they feel more loyal to brands that respond and resolve their complaints. Complaints are valuable feedback that provide crucial insights for businesses and serve as a direct line of communication with customers. Handling complaints properly can enable companies to turn dissatisfied customers into loyal advocates and contribute to the overall customer experience of the organization. Have an outstanding CX story to share? Register here for the 2024 edition of the International Customer Experience Awards and secure your place among the best in CX.
Leave a Reply