“The best ratings given by customers is our goal; therefore, we are consistently striving to offer the best service at the outlets. In order to assess, improve, and maintain a high level customer service, we must make improvements to the system used for quality of service management and performance measurement. Consequently, we have chosen smart technologies enabling to assess customer service and receive the results in a few seconds,” Head of Financial Services Department of Lithuania Post Neringa Knyvienė said.

Paulius Sriubiškis, the manager of the company Beirate having installed the customer service assessment device in the PayPost outlet, says that it is crucial to have a simple solution if you want the customers to express their opinion.

“The Beirate technology enabling the company to receive customer feedback at a touch of a screen can be treated as an innovation not only in Lithuania but in the rest of the world too as the device has an electronic paper display. It means that the view is displayed in a form of white paper, but the views in the screen can be changed electronically. For customer convinenience, the screen is touch-sensitive which makes the device interactive.”

At present, the new customer service assessment system is in the pilot stage: the only smart device with the special software has been installed in the PayPost outlet located in Vilnius at Kalvarijų St 105.

Although the new system has been installed recently, Mrs Knyvienė is glad that the average rate received from the customers is 4,6 of 5. The new customer service assessment system has been tested by more than hundred customers.

The Public Limited Company Lietuvos paštas runs the widest network of postal access points in Lithuania. Lithuania Post provides postal, logistic, and financial intermediation services.

Source: Lietuvis pastas