This document contains the BIPT opinion on the bpost report regarding the 2011 improvement programme it launched and the 2012 action plan aiming at improving customer satisfaction.  BIPT notices that the 2011 improvement programme did not have the expected effect since general satisfaction decreased in 2011 from 80.5% to 77%, which was the third decrease in a row.  Results clearly show that actions taken in 2011 did not have a positive effect on customer satisfaction, nor for private individuals nor for companies.  It is therefore of crucial importance for bpost to listen to its clients and to put its service in line with their needs. The 2012 action plan includes concrete measures and initiatives aiming at improving customer satisfaction.

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