Based on the available information, BIPT finds that bpost has carried out measurements in order to assess the satisfaction rate of its customers in 2013, and gives a favourable opinion as regards the realisation of the 2013 improvement plan and the improvement measures which it aims at for 2014. Based on the data supplied by bpost, BIPT notices that the 2013 improvement plan is starting to show encouraging results regarding customer satisfaction. The general customer satisfaction has increased substantially in comparison with 2012, going from 83% to 86%. BIPT encourages bpost to continue its efforts as regards the improvement of the satisfaction indices, which relate more specifically to the sending of parcels to other countries by private individuals, the correct delivery by the postman for companies, the respect of delivery times for companies and the correct delivery by the postman for private individuals.
- FR: Download document "Avis du 23 décembre 2014 concernant le plan d'amélioration 2013 et le plan d'action 2014 de bpost suite à l'enquête de satisfaction de la clientèle 2013"
- NL: Download document "Advies van 23 december 2014 met betrekking tot het verbeteringsplan 2013 en het actieplan 2014 van bpost naar aanleiding van het klantentevredenheidsonderzoek 2013."