NEWS
SMILES ALL ROUND We’re pleased to say that the results fromour recent customer satisfaction survey put a smile on our face. Thank you for your feedback. Here’s how you rated us!
Whistl launches new customer promise
We’re delighted to announce the launch of Whistl’s newCustomer Promise, a set of five pledges which outline our commitment to you. Whether it’s going out of our way to be helpful, being really efficient or just making things easy, we want you to have the best possible experience whenever you useWhistl. After all it’s what you’d expect of the UK’s second biggest postal provider. Our new promises underpin everything we do here at Whistl – they define what makes us tick, what we aim to achieve and the high standards we work to. Outlining our commitment to you in these five promises helps to sharpen our focus whilst also creating a healthy arena for honest customer feedback. We want to know howwe’re performing and whether we’re living up to our promises so that we can continue to improve everything we do. We don’t just want tomeet expectations, we want to exceed themwith exceptional service. Our Customer Promise is not about blowing our ownWhistl, it’s simply theWhistl way of working – putting you and your business at the heart of everything we do.
Wells Said
OF CUSTOMERSWERE VERY SATISFIEDOR SATISFIED DOING BUSINESSWITHWHISTL… 84%
I’mpleased to report that the beginning of the year has proved to be very positive for us with a series of new business wins and significant client renewals. We’re delighted that Dixons Carphone Warehouse has selectedWhistl as their mail provider, a contract that will see us handling 20million items per year – previously held by both UK Mail and Secured Mail. OTMOpus Trust Marketing has also signed a 37million itemper year contract with us having switched fromSecured Mail, together with QVC who were previously a client of Royal Mail. Plus, we’ve won an unprecedented seven-year deal with Edinburgh-based Aegon to collect, sort and transport 10million items of mail a year – thought to be the longest contract in the history of the deregulated postal market! It’s also great to see that somany of our existing clients have renewed their contracts. We’re thrilled that Sky, one of our very first customers when we started the business in 2004, has extended their contract with us again for the 12th year running. They join a number of other high-profile contract renewals including the AA, M&Co Stores, Hillarys Blinds and Macmillan to name just a few. It goes without saying that we’re committed to providing the efficiency, cost-savings and super service you expect fromus. After all it’s part of our promise to you.
...OF WHICH 89% WERE SATISFIED WITH THE QUALITY OF THEIR MAIN ACCOUNT MANAGER/DIRECTOR
...OF WHICH 90% WERE SATISFIEDWITH THE QUALITY OF CUSTOMER SERVICES
85%
…..OF WHICH
WERE SATISFIED WITH THE SUSTAINED QUALITY OF THE SERVICE THEY RECEIVED
85%
WERE WILLING TO RECOMMEND WHISTL TO OTHERS (NET PROMOTER SCORE OF 21) 40%
We love working with all our customers and are proud of the service we provide. Here are some of the lovely things they said in our customer satisfaction survey. … and you said!
“Prices are very competitive. Our account manager is brilliant, knows Whistl inside out and can answer almost any question on postage and the way the business operates. She resolves issues quickly, has a great attitude and is a pleasure to work with. We did have a few invoice issues but Amy has worked really hardwith the finance team to iron these out and I think we are in a really good place with invoices now.”
“I have been impressed byWhistl’s account management team. They are always responsive and react speedily when the need arises. The account manager has always been attentive and helpful. Claire keepsme up-to-date with changes and advises on howwe can better useWhistl services.”
SAIDWHISTL IS EASY TO USE 88%
“Good Customer Services Team who send us daily updates of any concerns/issues with our mail and a newAccount Manager who seems proactive in dealing with demands.”
“Very satisfiedwith your company, communication is very good and very professional.”
NickWells Chief Executive Whistl
Karen Jones Panda Motors (Swansea) Limited
LouisaWebb TheWhite Company (UK) Limited
Kelly Stokes CFH Docmail Limited
John Sermon Ashford & St Peters Hospital NHS
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Whistl Magazine • Spring 2016
Whistl Magazine • Spring 2016
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