It is important for Posti to actively engage its stakeholders. Posti keeps in contact with its stakeholders through open communication and dialog. Stakeholder relations are managed with confidentiality, integrity and fairness. Posti’s key stakeholders are customers, personnel, personnel organizations, the state as our owner, political decision-makers, the authorities, associations, and the media as well as our partners in subcontracting, research and the industry.
Posti conducted an extensive stakeholder survey at the turn of 2015–2016. The survey assessed stakeholders’ views regarding the regulation of the postal industry, the future of the industry, as well as their perceptions related to sustainability. Most of the second-phase amendments of the Postal Act reform entered into force in 2017. Posti has actively engaged in discussions with its stakeholders throughout the different phases of the Postal Act reform process. The next extensive stakeholder survey will be conducted after the amendments have entered into force. The reform of the Postal Act has initiated a lot of discussion, some of which has been quite emotional.
Posti engages in active dialog with its partners and networks regarding the industry and the focus areas’ sustainable development. These partners and networks include the international postal industry associations PostEurop, UPU (Universal Postal Union) and IPC (International Post Corporation), Service Sector Employers PALTA, the Finnish Business & Society (FIBS) network, Diversity Charter Finland and the Global Compact network. Posti is a member of the aforementioned associations and networks.
Focus on measuring the customer experience
The customer experience is very important for Posti. Posti requests feedback from its customers on a continuous basis to support the development of its operations. In recent years, Posti has developed its measurement of customer satisfaction and adopted new customer satisfaction indicators.
The goal is to quickly obtain concrete feedback on specific transactions. Ongoing automated questionnaires conducted at the time of the transaction produce more accurate data than traditional interviews conducted less frequently. When feedback can be linked to specific transactions, corrective action is easier and faster to take.
Posti currently has several customer experience measurement points linked to specific transactions. Examples of these transactions include parcel deliveries, customer service situations in various channels and transactions that take place on electronic service platforms. The goal is to quickly obtain concrete feedback on specific transactions. Ongoing automated questionnaires conducted at the time of the transaction produce more accurate data than traditional interviews conducted less frequently. When feedback can be linked to specific transactions, corrective action is easier and faster to take.
Posti also conducts customer satisfaction surveys targeted at the decision makers of business customers. Instead of focusing on specific transactions, these surveys focus on the customer–supplier relationship in a broader sense as well as the customers’ expectations towards Posti as a partner.
Posti joined Finland’s centenary celebrations
All of Finland celebrated a special milestone in 2017. Posti was also involved in the Finland 100 festivities in many ways during the year. Among other things, Posti published a stamp booklet entitled Finland 100 – The Faces of Finland. Each stamp and each of the 60,000 booklets is unique. The stamps consist of photos of faces sent by thousands of Finns, assembled on the sheet using a special mosaic technique.
In addition to publishing the Finland 100 stamps, Posti put together a book of congratulations to the 100-year-old Finland and delivered it personally to the President of the Republic. More than 20,000 names and congratulatory messages were collected for the book throughout the year in different parts of Finland and the world from Finns, Finnish expatriates and friends of Finland. The first congratulatory messages were written in Nuorgam Posti’s northernmost service point, on January 9th of the jubilee year. The book then made the rounds through some 50 Finnish municipalities before ending up in Helsinki.
Posti also celebrated the centenary by giving stamps and postcards to all 60,000 third-graders in Finland as a gift. The theme of the postcards was gratitude.
Posti also organized an Open House event in four locations to give people the opportunity to learn more about Posti’s operations. The events were part of the national Open House week under the Made By Finland campaign created by the Association for Finnish Work to celebrate the centenary of Finland’s independence.