PCL measures customer satisfaction with an innovative dashboard
During 2023, the PCL (Mail, Communication and Logistics) function was equipped with a Perceived Quality Dashboard, a tool that monitors the perception of the quality of delivery and postal products (registered mail and parcels), detected through a system of surveys sent to the receiving customers after the delivery service.
The dashboard measures the quality delivered by the network and its performance, makes it possible to target action plans and interventions on off-target quality KPIs (indicators) and to report annual company results. The system collects data and information from logistics nodes throughout the territory to provide a 360-degree view of the results achieved, by means of various channels and tracking systems, such as the PDA of post officers, the Sorting Centres tracking systems, the sorting and tracking systems of the SDA HUBs and Branches, and the Tracking System. It is a constantly evolving platform that adapts to changes in operational and logistical processes. The system now allows a daily view of the performance trend, giving an almost real-time snapshot of the network’s performance.