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| P2P Magazine | Winter 2013/14
01732 759725
BULLETIN
Customer satisfaction not
driven by price
A white paper by global telecoms,
technology and communications
consultancy and analyst house Analysys
Mason has found that satisfaction with mail
room solutions is driven by equipment and
service, not price.
Analysys Mason assessed customer
satisfaction data from users of mail room
solutions gathered by independent market
research provider Opinionway. The research
found that equipment is easily the most
important factor for customers; that service
factors are also important, particularly
supplies and the relationship with the sales
representative; and that price does not rate as a
crucial factor for customer satisfaction in the UK.
For those elements identified as the
most important, Analysys Mason looked
at how Neopost performed compared to a
major competitor. For all of the main factors,
Neopost gained a higher score than the other
provider. Furthermore, compared to one of
its competitors, Neopost scored higher both
in terms of average overall satisfaction and
average satisfaction across the seven categories
that are most important to customers.
Neopost Marketing Director Andy
MacKenzie said: “This superior performance
reflects a consistently improving trend in
customer satisfaction for Neopost.”
Mailmark made simple
Royal Mail Mailmark is a new generation of franking mark that
replaces the traditional ‘town and crown’ die with a 2D barcode
that carries machine readable information on the user and
mailpiece.
Mailmark offers the potential to track mail location and delivery
and improve reporting and management of tariffs. Business benefits
include simplified access to Royal Mail products; increased intelligence,
opening up the possibility of new products and services; a more
professional and modern image; and the reassurance that with
Mailmark you always pay the right amount for postage.
Mailing solutions specialist Neopost says that as the old franking
service remains, there is no need to upgrade or replace machines as
a result of Mailmark. The business case for replacement will depend
on the volume of mail sent and the tariff differences. At this stage the
pricing of Mailmark versus other Royal Mail tariffs is unknown.
Neopost has produced a
Simple Guide to Understanding Mailmark
which includes the headline facts currently available. It’s available to
download at
.
At the same time, you can
register for regular email bulletins from Neopost to keep abreast of
developments as and when Royal Mail releases more information.
Totalpost is launching a brand new
service called MailMatch designed to help
organisations reduce excess postage and
become more efficient.
MailMatch is an advanced mail
management and mail flow efficiency
system which enables companies that send
out a lot of mail to instantly make postage
savings. The innovative piece of software
brings together multiple pieces of outgoing
mail for the same recipient that would
otherwise have been sent separately.
The software sits between the PC and the
printer, and during the print process items
such as invoices, statements or marketing
materials etc. are recognised via a given code
such as a postcode or customer number (this
is set according to users’ requirements). The
software then prints all the materials in one
go, allocating items with a recipient specific
barcode, which enables them to be collated
together then folded and inserted into one
envelope automatically via the company’s
automatic folder inserter machine.
MailMatch efficiently identifies scenarios
whereby two or more different departments
within a business are sending out different
letters in separate envelopes to the same
recipient. By merging multiple items of mail
into one envelope the company saves on
both the postage and the envelope. For their
part, recipients experience a more positive
service as they receive all the information
required without being bombarded with
multiple items of mail.
In a separate announcement, Totalpost
Managing Director David Hymers said
that in 2014 the company expects to see
growth in the hybrid mail market. This
is where customers supply a letter and
mailing database which is then printed for
distribution by a third party ‘downstream
access’ despatch company.
Totalpost will be providing this as a new
service from January 2014. “This is a great
way to handle one-off small, medium or
large mail volumes and enables the customer
to quickly get a mail run out that would
otherwise have been a time consuming task
of outsourcing the print, collating the post
and then franking it,” he said.
Introducing MailMatch
