MRM.COM : The majority of the complaints we get are over parcel deliveries

Mezza · Post by **Mezza** » 15 Jun 2016, 13:50

Complaint figures are a load of nonsense anyway.

If i were to ring up now and say my parcel was left on my doorstep and is soaked through etc etc then it registers as a complaint.
It doesn't matter if it was nothing to do with RM (ie delivered by yodel or whoever), it still counts as a complaint against RM.
It's well known to be a flawed system of complaint and is abused by our competitors.

Chewster · Post by **Chewster** » 15 Jun 2016, 16:36

Yes perhaps the complaint system needs a revamp. I've had a house put in multiple complaints about the wrong mail going to their house. It was the right address but not the name of anyone in the house. You'd think the customer would appreciate that I work for Royal Mail and not the general census... But you'd think that after I explained it properly, then any subsequent complaints from the same people about the same thing would be written off as customer being silly. I think it was 3 complaints from them about the same thing in total, which then goes higher up I believe?

enskied · Post by **enskied** » 15 Jun 2016, 18:42

We got a breakdown on this yesterday..We are all to be Conducted now for any mistake. The breakdown shows the errors are on lapsed duties mostly, and when managers from other offices are delivering parcels and tracked from the bags brought back. RM can bang on about Quality of service all they like but until they actually take responsibility for the decline on a managerial level standards will continue to fall.