2010 trinidad presentation
TRANSCRIPT
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Customer Satisfaction Survey 2010Trinidad and Tobago
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741 Customers Completed the Survey
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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.
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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.
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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.
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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”
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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
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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
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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.”
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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.”
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The most common competitors that customers have used are
Caribbean Express and Ezone, with a general consensus that Aeropost has better prices and
service.
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Viewing and Paying Total Landed Price
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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
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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
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What is the single most important reason that you purchase on the internet?
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Customers Requested Additional Offices In:- Southern Trinidad- Port-of-Spain- East Trinidad- San Fernando- Chaguanas
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Thank You and Good Luck in 2011!