Paris, 23 April 2008
La Poste has just published the results concerning the quality of the universal postal service for 2007 on its website.
The main findings pertain to:
- routing times for the principle postal services (First Class items, Colissimo counter services, international mail, etc.);
- accessibility to postal items at collection and pick-up outlets;
- the number of complaints filed, and the manner in which they were processed.
These indicators have been the focus of work performed jointly by La Poste and ARCEP since 2006. They are based in particular on a public consultation launched by the Authority in 2007 concerning user demands for information on the quality of the universal postal service. This consultation helped reveal that a need for new indicators was emerging: high expectations of information on registered mail items and on Colissimo counter services, and the publication of information on the transport of periodicals.
Several new universal postal service indicators were added last year:
- on the number of letter boxes and their location, based on last collection time;
- on delivery timeframes for periodicals;
- and on consumer satisfaction with the speed and efficiency with which La Poste processes complaints.
The format and content of the universal postal service indicators will evolve in accordance with user expectations and the capabilities of the La Poste information system. New indicators have already been planned for inclusion in 2008: on the quality of registered mail services (delivery times and excessive delays) and on the quality of Colissimo counter services (percentage of Colissimo counter items delivered within an unacceptable timeframe).