New incentive plan by April

[DB1100]

We heard today that the new incentive plan will have something to do with complaints and compliances (quality of work)...

Will it be individual or group based???

One thing we have been told that complaints will now go on individual records and as well the walks.

Big issues: re complaints. Anyone from customer service want to shed any light on how the complaints are taking from customers? In my view, some of the complaints are rather vague and not specific enough to really identify the culprits; meaning Managers might end up pinning some complaints on wrong posties...

Redelivery, Redirection and Keep Safe complaints are some that spring to mind - unless a customer 'specifies' a date of incident* then any censure from a DOM should have no leg to stand on... (too many changes of personnel and flexibility on walks at my place)

I have a feeling that customer service often defaults the date of incident and the date the of complaint as the same. And that is most unlikely for the type of complaints above - I think

Complaints or valid complaints ?
I didn't get any post today ( nobody sent you any )
His van nearly hit my wall / fence / hedge ( yes, if 'nearly' means two feet away )

Also what about misdeliveries to houses that haven't got numbers displayed.

[chrisj]

You can add Keep Safe as well to those types of complaints where it is hard to know whodunnit...

A few letters delivered when the householder has been away for less say 3 weeks or more can induce a complaint. But in those 3 weeks, you could have up to 6 or more posties doing that particular round... Those Keep Safe wallets are not always on display or easily found if one is not a walkholder and then you get the rushers, late mech boxes and last minute or the way out missorts...

The other thing to consider is that, customers behaviour might change if they got wind of the fact that we have an incentive scheme that has something to do with complaints. Presently, some posties are convinced that some customers make untrue or unfair complaints to get some sort of compensation...

[arnold cheshire]

Well where is it, they''d better hurry up

why nobody apart from you are interested in it

[arnold cheshire]

You can add Keep Safe as well to those types of complaints where it is hard to know whodunnit...

A few letters delivered when the householder has been away for less say 3 weeks or more can induce a complaint. But in those 3 weeks, you could have up to 6 or more posties doing that particular round... Those Keep Safe wallets are not always on display or easily found if one is not a walkholder and then you get the rushers, late mech boxes and last minute or the way out missorts...

The other thing to consider is that, customers behaviour might change if they got wind of the fact that we have an incentive scheme that has something to do with complaints. Presently, some posties are convinced that some customers make untrue or unfair complaints to get some sort of compensation...

they make untrue complaints i had some bloke moaning because he didnt answer the door after 4 knocks and i didnt run back to his demands but he still got his packet and complained i did nothing wrong

[arnold cheshire]

Well where is it, they''d better hurry up

New incentive scheme to be developed and introduced by April 2014.
every office will have a collection for moya for a flight back to canada

[k979aaa]

Well where is it, they''d better hurry up

New incentive scheme to be developed and introduced by April 2014.
every office will have a collection for moya for a flight back to canada

As long as she posts her passport back to us so she cannot comeback anytime soon.
By the way if she has been over here where is this incentive plan is it the SUN well it has not worked for me you can shove it where it don't shine!