Annual report 2016

Cooperation with stakeholders

It is important for Posti to actively engage its stakeholders. Posti keeps in contact with its stakeholders through open communication and dialog. Stakeholder relations are managed with confidentiality, integrity and fairness. Posti’s key stakeholders are customers, personnel, personnel organizations, the state as the owner, political decision-makers, the authorities, associations, and the media as well as Posti's partners in subcontracting, research and the industry.

Posti conducted an extensive stakeholder survey at the turn of 2015–2016. The survey assessed stakeholders’ views regarding the regulation of the postal industry, the future of the industry, as well as their perceptions related to sustainability. The amendments that made up the first phase of the reform of the Finnish Postal Act entered into force in June 2016. The second phase of amendments is expected to take effect in spring 2017. Posti has actively engaged in discussions with its stakeholders throughout the different phases of the Postal Act reform process. The next extensive stakeholder survey will be conducted after the amendments have entered into force. The reform of the Postal Act has initiated a lot of discussion, some of which has been quite emotional.

Posti engages in active dialog with its partners and networks regarding the focus areas of the industry and sustainable development. These partners and networks include the international postal industry associations PostEurop, UPU (Universal Postal Union) and IPC (International Post Corporation), Service Sector Employers Palta, the Finnish Federation for Communications and Teleinformatics (FiCom), FIBS CR Network and the Global Compact network. Posti is a member of the aforementioned associations and networks.

Developing the measurement of the customer experience

The customer experience is very important for Posti. Posti requests feedback from its customers on a continuous basis to support the development of its operations. In 2016, Posti developed its indicators of customer satisfaction. Some of the indicators were implemented in fall 2016, some in early 2017. Due to the extensive changes in this area, comprehensive data is not available for the year 2016.

The goal is to quickly obtain concrete feedback on specific transactions. Ongoing automated questionnaires produce more accurate data than traditional interviews conducted less frequently. When feedback can be linked to specific transactions, corrective actions are easier and faster to take.

Posti currently has approximately 15 measurement points linked to specific transactions. The plan is to increase the number of measurement points going forward. This represents a significant investment in the continuous collection and utilization of data on the customer experience. Project-specific customer satisfaction surveys are also used.

The content of the customer satisfaction survey aimed at business customers was developed in 2016. The focus is on the customer–supplier relationship or, in other words, what Posti is like as a partner.