2010 Trinidad Presentation
Transcript of 2010 Trinidad Presentation
Customer Satisfaction Survey 2010Trinidad and Tobago
741 Customers Completed the Survey
Frequent Positives
o Fast shipping on packages.
o Customers really enjoy their couriers’ service and
the personal relationships they make with them.
o Fast and great online tools with up to date
tracking.
Frequent Negatives
o Poor customer service from office staff and
customer service employees.
o Magazines are too late and other mail is not
handled as efficiently as packages.
o Incorrect amounts were charged and there are
random mischarges to customer accounts.
Customer Suggestions
o Know full price of the item including all taxes and duties
on a more up to date duties calculator online.
o Couriers bring credit card machines so customers are not
limited to paying with cash. Also would like couriers to be
available to come on Saturdays.
o Phone call before package is delivered and text message
when package is ready to be picked up.
The Ultimate Question
How likely is it that you would recommend our service to a friend, colleague or family member?
1 is “not at all likely”
10 is “extremely likely”
Net Promoter Score
9 and 10s = Promoters 7 and 8s = Passives 1s through 6s =
Detractors
Promoters: 53% Passives: 29% Detractors: 18% NPS = 35*Average US company
NPS is 10
Aeropost Network 2010 NPS: 42
AP Caribbean 2010 NPS: 28
AP Central America 2010 NPS: 44
AP South America 2010 NPS: 11
NPS Yearly Comparison and Aeropost Comparison
Trinidad 2010 NPS: 35
2009 NPS: 34 2008 NPS: 32
Promoters
Customers who scored 9 & 10s = 53%
“The efficiency of getting the packages and the pre-alert process keep the customer in the know. The customer service is excellent and the employees are very friendly.”
Detractors
Customers who scored 1-6s = 18%
“The customer service has lacked in courtesy and packages are always delayed. The fees are very high and the service is unreliable.”
The most common competitors that customers have used are
Caribbean Express and Ezone, with a general consensus that Aeropost has better prices and
service.
Viewing and Paying Total Landed Price
What Would Motivate Customers to Pre-Alert:•Guaranteed faster package delivery•Better safety and security of packages•Points or similar incentives•Web tool to remind customers about completing the process
Reasons for:
Lower Ranks-Incorrect charges-Poor customer service-Steep prices-Late packages/mail
Higher Ranks-Efficient service-Fast and great online tools-Up to date tracking-Good relationship with couriers and messengers
What is the single most important reason that you purchase on the internet?
Customers Requested Additional Offices In:- Southern Trinidad- Port-of-Spain- East Trinidad- San Fernando- Chaguanas
Thank You and Good Luck in 2011!