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Post watchdog wants short queues | Post watchdog wants short queues |
(5 days later) | |
A consumer watchdog has called on the Post Office to reduce lengthy queues and says too many businesses assume customers are happy to queue. | A consumer watchdog has called on the Post Office to reduce lengthy queues and says too many businesses assume customers are happy to queue. |
At least a fifth of Crown post office customers have to wait for more than 10 minutes for service, it said. | At least a fifth of Crown post office customers have to wait for more than 10 minutes for service, it said. |
Post Office customers in Wales and Scotland face shorter queues than customers in England. | Post Office customers in Wales and Scotland face shorter queues than customers in England. |
Customer service has improved compared with last year, despite a government closure programme. | Customer service has improved compared with last year, despite a government closure programme. |
Line time | Line time |
The survey of 424 UK post offices found that 38% of customers waited more than five minutes to be seen. | The survey of 424 UK post offices found that 38% of customers waited more than five minutes to be seen. |
The average waiting time in Crown - standalone post office branches - and franchise offices - which are found in other stores - was down slightly to four minutes, 20 seconds. | The average waiting time in Crown - standalone post office branches - and franchise offices - which are found in other stores - was down slightly to four minutes, 20 seconds. |
Priority should be given to improving service at poorly performing branches, said Consumer Focus, the watchdog that has taken over the role of Postwatch. | |
"Around the world people associate Britain with queuing. We need to ditch the service culture that assumes that the customer can wait," said chief executive Ed Mayo. | "Around the world people associate Britain with queuing. We need to ditch the service culture that assumes that the customer can wait," said chief executive Ed Mayo. |
"Branches with queuing and service problems should be targeted first rather than those that make the most money." | "Branches with queuing and service problems should be targeted first rather than those that make the most money." |
The watchdog said that queues were shorter when post offices had been franchised, such as in WHSmith. | The watchdog said that queues were shorter when post offices had been franchised, such as in WHSmith. |
Overall, customers in Wales and Scotland were in the shortest queues, with those in London and the north of England facing longer lines. | Overall, customers in Wales and Scotland were in the shortest queues, with those in London and the north of England facing longer lines. |
A Post Office Limited spokeswoman said: "We will clearly continue to work towards providing the best possible service to our customers and are determined to reduce queues. | A Post Office Limited spokeswoman said: "We will clearly continue to work towards providing the best possible service to our customers and are determined to reduce queues. |
"We are encouraged that the survey found that 94% of customers were very positive about the service they received in our branches." | "We are encouraged that the survey found that 94% of customers were very positive about the service they received in our branches." |
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