Abstract:

This paper explores how Royal Mail International successfully used a performance monitor to more effectively focus on customer needs in an increasingly competitive market. The main objective of the research was the accurate measurement of customer perceptions across key destinations worldwide. This was achieved across customer types (business and private), posting methods (post office, post box and business collections), and Royal Mail International services offered (Airstream, Airmail, Swiftair and Swiftpack). Data was collected with respect to five different Offices of Exchange to provide a representative picture of service across the UK.