Abstract:

This paper examines the ways in which various media have been used to communicate the findings from a customer satisfaction tracking study - Customer Perception and Satisfaction Index (CPSI). CPSI is a continuous postal self-completion survey conducted by Royal Mail, the UK postal administration. The paper falls into five sections. The first part describes in some detail the background to, and mechanics of the survey, and the way in which it fits in to Royal Mail's Total Quality Programme. The second section examines the ways in which the research is used. The paper progresses by demonstrating the reasons why communication is particularly important in surveys of this nature, prior to showing how CPSI findings are communicated to the end user. The final section of the paper summarises the lessons that the authors have learned over the past three years of running CPSI.