Customer Survey Results 2023

This year’s Jersey Post customer survey ran from Monday 20 February to Friday 10 March. The annual survey gives Islanders the chance to have their say on our services and us the opportunity for us to understand our strengths as a business in the heart of the community, as well as to reflect on where we can make improvements for our customers. In total, we received 5,375 responses, please see a summary of the results below:

Significant Percentages

POST OFFICE NETWORK

85% Good or very good

POSTAL SERVICE

93%

Good or very good

DELIVERY SERVICE

89% Good or very good

Common Themes

Delivery

Delivery officers consistently received responses stating they are cheerful, friendly, polite, helpful delivery officers who work hard against the challenges of UK strikes, weather and a changing industry.

General Services

There was positive feedback for Jersey Post’s general service levels across the organisation including; postal workers, RDP and Broad Street counters and the customer services team at RDP , who all received mentions and were thanked by respondents for their hard work in a challenging industry.

Cost

Customers expressed their concern over the cost of postage, finding it inhibiting to send small gifts and cards to the UK, in comparison to the cost of postage from UK to Jersey. Countries that were also mentioned in this respect were France, USA and Australia.

Parcels

There was high praise for the SecureDrop service, customers really love the flexibility this service offers. It was emphasized that that consistency could be improved in the use of property locations but there is also a chance this is a reflection on other delivery providers that customers may not be aware of. Parcel lockers were also praised as a convenient method of collection.

With regards to the sending of parcels, customers struggle with navigating the online CN22 requirements, however, they like being able to use the online service and there have been several suggestions that a drop box that can accommodate parcels outside of hours be instated.

Who Got a Mention?

St Clement Delivery Team St Mary Delivery Officers

Gordon

Paul

Maria Mitchell

Victoria Taylor

Alan

WITH JERSEY POST GROUP’S DIGITAL BUSINESS, VAIIE, GOING FROM STRENGTH TO STRENGTH, THE TEAM CONTINUES TO GROW. ADAM BROWN, VAIIE PROGRAMME MANAGER, PROVIDES INSIGHT INTO THE NEWEST MEMBERS OF THE TEAM.

At Vaiie we are focused on continuing to enhance the way businesses meet their regulatory obligations through digital solutions.

To support this goal, we are pleased to announce the arrival of Jamie Le Brun, Jonathan Flanagan, Jack Le Riche and Joe Harvey as Senior Developers.

Luke Hopton, Senior Architect at Vaiie who heads up the development team commented, “We’re delighted to welcome these new team members to Vaiie. A Jersey-based development team means our RegTech software is built in a leading international finance centre. The new hires give us one of the strongest development teams on the Island.”

Jamie Le Brun joins Vaiie as a software developer with a primary focus on front-end development and full-stack systems architecture. He previously worked as lead developer for a Jersey-based FinTech company and has run his own automation business.

Jonathan Flanagan has over 15 years’ experience in the development, test and management of software applications, in particular in the banking and Financial Services Industries. In his new role, Jonathan develops the backend solutions for our products which integrate with multiple APIs and industry leading RegTech services.

Jack Le Riche has a proven track record in product delivery working within both large conglomerates and small specialised teams. Jack specialises in providing multi-platform applications across both desktop and mobile environments.

Joe Harvey has experience both on the client and agency side, delivering effective technology solutions to a wide range of sectors. He brings his extensive experience in integrating multiple systems, via REST and SOAP based API’s, to provide cost and time effective end-to-end solutions.

Lee Bosio, Managing Director of Vaiie said, “As a technology-first business, we are invested in the future of the RegTech industry and its development. As the business grows it is important that we invest in the right people, and we’re thrilled to see our tech team expanding.”

Our solutions digitise experiences to enhance the way businesses meet their regulatory obligations, particularly when it comes to customer onboarding. Our Identify product utilises intelligent technology that can drastically reduce onboarding time, cost and abandonment rate. It can also provide enhanced document analysis capabilities to reduce the risk of fake documents being accepted.

Name: Jamie Le Brun

Role: Senior Developer

“I am a software developer at Vaiie with a primary focus on frontend development and full-stack systems architecture.

I am a physics graduate with experience in a wide array of professions, from teaching to fund administration.”

Background

After discovering coding in my late twenties, I threw myself into a career in software development and have since worked as a consultant, run my own automation business, and, most recently, worked as the lead developer at a Jersey FinTech company.

Life altering tech event

My first exposure to coding - VBA in Excel.

Most interesting read of the year

Sapiens: A Brief History of Humankind by Yuval Noah Harari.

Name: Joe Harvey Role: Senior Developer

“I have always had a keen interest in technology, which lead me to studying Web Design at University. Since graduating, I have worked with a wide mix of programming languages and technologies from Linux server administration through to React and Vue based frontend applications.”

Background

In recent years, I have found my steer to be towards backend development with a focus on performance and security. Outside of work, I like to keep active and enjoy a wide range of sports including basketball, crossfit and triathlon.

Life altering tech event

An introduction to “Web Design” in Year 7 ICT which taught me the basics of HTML and CSS. After the initial 2-3 lessons covering the topic, a few friends and I continued developing our own personal homepage throughout our lunch breaks and free time. Seeing some success with this trial and error based approach (Google was in its infancy at this stage, I would have been more likely to “Ask Jeeves” than to have “Googled It”!) was almost certainly the catalyst which lead to my ongoing interest in programming.

Most interesting read of the year

Chasing Excellence by Ben Bergeron. An insightful dive into how to think about performance, motivation and commitment. Predominantly in the context of sport, but much of which is transferable to all areas of life.