The PayPost outlets overtook the banking sector in giving offers or solutions meeting the customer needs (95% if compared with 87% in the banking sector), good communication (95% vs 91%), skills in identifying customer needs (79% vs 67%).
"The PayPost network has been operating for one year and a half only but some biggest banks have left behind in customer service. I believe this comes from work daily work, not beginner's luck. The results are really good and set us a commitment to maintain high level.
Our aim is to maintain the same customer service level at all PayPost outlets, 185 in number. We are striving to make PayPost outlets the most attractive and convenient place to perform various financial operations," Lithuania Post's Head of Financial Services Department Neringa Knyviene said.
The customer service research was conducted in the main cities of Lithuania (Vilnius, Kaunas, Klaipeda, Panevezys, and Siauliai) visiting PayPost outlets rendering financial services and the branch offices of banks.
The research covered such aspects as the staff's communication skills, identification of customer needs, submission of an offer or solution, working environment, appearance of the staff, skills in offering additional services.
The customer service research was conducted within the period from December 2013 until April 2014. The research results are based on 120 visits: 30 visits made to PayPost outlets and 90 visits made to various branch offices of 9 banks.
