Long gone are the days that postal services merely delivered letters and the odd parcel. In today’s fast-paced and highly-competitive environment, mail is all about speed, convenience and service. Few postal companies have embraced this brave new world better than La Poste – the French mail service operating not just in metropolitan France but also in the country’s five overseas departments and other far-flung possessions.
A much-cherished national institution, La Poste maintains a vast network of over 17,000 service points throughout the republic. Not satisfied merely moving along with and adapting to changing times, La Poste has become a driver of innovation, if not a disruptor pushing the envelope beyond the boundaries of convention. Sensitive to market demand and mindful of its competition, La Poste has revolutionised its interaction with the public and maximised customer satisfaction.
The approach has paid off handsomely with market research showing that at the end of last year well over 95% of clients expressed satisfaction with the services received. With streamlined processes, modernised branches and an emphasis on speed and efficiency, the French postal service has become a model for others to follow and the gold standard against which others are measured.
Though no longer a monopoly holder, La Poste has offered ample proof that it can successfully operate in a liberated market and, indeed, lead that market. The CFI.co judging panel is very pleased to grant the 2016 Best Customer Services France Award to La Poste SA.