CUSTOMER EXPERIENCE – 2013/14 FULL YEAR INCENTIVE SCHEME BON

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Letter to Branches




No: 307/14
Ref: 401
Date: 9th May 2014

TO: ALL BRANCHES WITH POSTAL MEMBERS


Dear Colleague

CUSTOMER EXPERIENCE – 2013/14 FULL YEAR INCENTIVE SCHEME BONUS PAYMENT

Six Month Bonus Payment

I am very pleased to advise that our members working in Customer Experience (CE) will be receiving the full bonus of £500 for the six month period October-March 2013/14. The bonus, which is pro-rata for part-time members, will be paid with May salaries.

This excellent achievement means that the maximum bonus of £1000 (pro-rata for part-timers) will have been paid for the full year 2013/14. This is the first time this has happened.

Please see below an agreed joint statement.

Dear colleague

CUSTOMER EXPERIENCE 2013/14 FULL YEAR INCENTIVE SCHEME PAYMENT

We are pleased to share with you some good news regarding the incentive payment for the second half of 2013/2014; a £500 payment (pro rata for part time employees) will be made in May salaries. When combined with the first half year payment of £500, this means your full year payment is £1000 (pro rata for part time employees).

The £500 payment is calculated based on meeting and/or exceeding our Customer Experience measures and reflects an excellent performance and contribution made by everyone in our unit during the past year. As a team, Customer Experience achieved all of our key performance targets last year. This is a fantastic result and a real reflection of your continued focus and dedication – thank you. Last year was very challenging and we are delighted you responded so positively for customers. In addition to managing the migration of calls into our Contact Centres from over 1300 Delivery Offices, we also delivered an increase in Customer Satisfaction and helped to reduce customer complaints.

Using the performance boards in our centres and a range of online communications, including The Pulse and News in 90, we will continue to work with you to share our unit’s progress against our key measures. Based on your feedback the Network Engagement team have further developed the performance boards and we hope you will be pleased with the improved format when they are re-launched over the next few months.

You can directly affect what customers think about Royal Mail; and we need you to carry on thinking about the experience our customers have when they contact you. This is crucial across all of the types of work we do, whether via the telephone, email or in written correspondence. Every contact we have with a customer is an opportunity to change or improve the impression they have of Royal Mail.

This year we have seen the Customer Experience and Digital teams merge in order to drive a unified approach to service across online and people based channels. This, coupled with your expertise will help us to support customer satisfaction and minimise customer complaints.

So again, thank you for all your hard work last year and we look forward to working together to meet the challenges this year will bring.

With very best wishes


Jon Abrahams Andy Furey
Head of Service Operations Assistant Secretary
Customer Experience Communication Workers Union


It should be noted that for the 2013/14 financial year, the combined bonus payment of £1000 compares favourably with 2012/13 when the full year bonus was £925. No doubt this information will be well received by our members working in Customer Experience.

Please direct any enquiries to lpearson@cwu.org

Yours sincerely


Andy Furey
Assistant Secretary