Customer Satisfaction Survey 2010Trinidad and Tobago

741 Customers Completed the Survey

Frequent Positives

o Fast shipping on packages.

o Customers really enjoy their couriers’ service and

the personal relationships they make with them.

o Fast and great online tools with up to date

tracking.

Frequent Negatives

o Poor customer service from office staff and

customer service employees.

o Magazines are too late and other mail is not

handled as efficiently as packages.

o Incorrect amounts were charged and there are

random mischarges to customer accounts.

Customer Suggestions

o Know full price of the item including all taxes and duties

on a more up to date duties calculator online.

o Couriers bring credit card machines so customers are not

limited to paying with cash. Also would like couriers to be

available to come on Saturdays.

o Phone call before package is delivered and text message

when package is ready to be picked up.

The Ultimate Question

How likely is it that you would recommend our service to a friend, colleague or family member?

1 is “not at all likely”

10 is “extremely likely”

Net Promoter Score

9 and 10s = Promoters 7 and 8s = Passives 1s through 6s =

Detractors

Promoters: 53% Passives: 29% Detractors: 18% NPS = 35*Average US company

NPS is 10

Aeropost Network 2010 NPS: 42

AP Caribbean 2010 NPS: 28

AP Central America 2010 NPS: 44

AP South America 2010 NPS: 11

NPS Yearly Comparison and Aeropost Comparison

Trinidad 2010 NPS: 35

2009 NPS: 34 2008 NPS: 32

Promoters

Customers who scored 9 & 10s = 53%

“The efficiency of getting the packages and the pre-alert process keep the customer in the know. The customer service is excellent and the employees are very friendly.”

Detractors

Customers who scored 1-6s = 18%

“The customer service has lacked in courtesy and packages are always delayed. The fees are very high and the service is unreliable.”

The most common competitors that customers have used are

Caribbean Express and Ezone, with a general consensus that Aeropost has better prices and

service.

Viewing and Paying Total Landed Price

What Would Motivate Customers to Pre-Alert:•Guaranteed faster package delivery•Better safety and security of packages•Points or similar incentives•Web tool to remind customers about completing the process

Reasons for:

Lower Ranks-Incorrect charges-Poor customer service-Steep prices-Late packages/mail

Higher Ranks-Efficient service-Fast and great online tools-Up to date tracking-Good relationship with couriers and messengers

What is the single most important reason that you purchase on the internet?

Customers Requested Additional Offices In:- Southern Trinidad- Port-of-Spain- East Trinidad- San Fernando- Chaguanas

Thank You and Good Luck in 2011!