SvD Näringsliv review of PostNord has led to many hundreds of tips for editorial content, both via social media and in letters and emails. The most common tip is for packages.
Very many readers testify about how they sat at home and waited for a package that does not come. Then they get a notice or a text in which PostNord explains that attempted to deliver the package but no one was home.
One of the many testimonials were from an entrepreneur:
“I have received a avi, or today 2016-08- 08, an email that says that you sought me for dividends but I did not been in place. I have been in place. I have had three clients who rang the doorbell and being let and dispensed between the hours. 10 and 11 today and in the email account that I was not in place at. 10.18. The doorbell thus functions for customers … but not for the record chauffeur? “
SvD Business is met Anders Holm, CEO of PostNord Sweden. He now admits that there have been shortcomings in the way the company handles home delivery of parcels to private individuals.
He says that when it comes to many packages to be delivered to a private person in Sweden, the drivers had instructions not to call customer. This also applies when there is a telephone number stated on the notification which the driver has with him.
It is also true in cases where there is no entry code, and the driver only way to get in touch the customer is to call the number listed on the notice.
– If there is a cell phone number instead of the entry code as the instruction was that the drivers not to call, says Anders Holm.
You’re a service company. How can it be that none of PostNord’s managers have questioned the legitimacy of that you should not call the customer?
– It sounds simple when you say it but when one part of an international postal network so determines to rules for what to do and what they get paid for. I do not defend it, I’m just saying that’s the way it looks. Based on what has happened, we can now see that this framework is not really up to date with market developments, says Anders Holm.
According to Holm PostNord now, as a Because of what has come to SvD Enterprise’s examination, taken a decision to change the instructions to the drivers. The change will be implemented already this week.
– We will change this. We see that it creates a lot of frustration and irritation among our customers and also operates the costs with us.
Why is it right now?
– It depends partly because you have begun to write about it, and partly because the volumes of Parcel increases sharply. We have seen through the customer service that we have received more and more comments on this. We must improve, says Anders Holm.
According to PostNord’s own statistics received an average of 28 customer views per day for complaints where PostNord claims that it tried to deliver a package and where the customer says that any attempt ever made. During the year there will be about 7000.
You may also assume that there are many unreported because many customers either can not be bothered to report or not at home when the alleged delivery attempt would have been made. Anders Holm suit during the interview to apologize to the many thousands of customers affected.
– It is very sad and I apologize for it. One must be humble before the criticism and we take it with us.
The new procedures for drivers apply to all deliveries of packets home to individuals, both domestic and foreign. Anders Holm points out that the 28 complaints, compared with the approximately 8000 packets delivered to individuals every day. He acknowledges that 28 complaints a day about any attempt to delivery has never been done is 28 too many.
Many of the complaints as the reader described is that drivers do not care about to call on the door at the home delivery of packets. To access this, PostNord checking that drivers are actually doing a delivery attempts intensified.
– Yes, and we will be really hard with. The drivers are so smart that they now know very well that we follow this up even harder, especially after you have written about it. To not make the attempt, and then we see that the driver was not at the door, it is then not so funny anymore.
How do you check that there is an improvement?
– we notice that there are fewer packets coming back in the evening and go to the attorney.
PostNord packages
- PostNord Sweden currently handles around 330 000 packages per day. Most are either packages delivered directly to agents for collection or business package. Only just over 8000 of them are packaged to be delivered to a private person.
- The 8000 is in turn divided into foreign and domestic. For international parcels to private individuals in Sweden the general rule is that they collected from a representative. Some packages will be wrong in the country of origin and categorized as business mail.
- This in turn means that PostNord will try to deliver the package to the person’s address, without advance notification and telephone contact during delivery attempts. Domestic package announced, however, always and this PostNord will carry out two delivery attempts before it is sent to the agent.
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