In an innovative move that aims to improve customer satisfaction, Australia’s national mail delivery service, Australia Post, has announced that it will transition towards utilizing digital missed delivery cards. This initiative follows a catalogue of complaints from customers over the years, stemming from their inability to decipher the handwriting on conventional ‘while you were out’ slips left by mail carriers.
The announcement of the impending change was made through a post published on the official Facebook page of Australia Post. The post portrays a dialogue between the customer-centric organization and a member of the public, exhibiting the company’s receptive approach towards customer feedback.
In the shared interaction, a customer named Mike voices his dissatisfaction succinctly. Mike appreciates that an attempt was made to deliver his parcel, as evidenced by the missed delivery card left by the postie. However, he is left frustrated due to the inscrutable handwriting on the card, thus leaving him unsure about when his parcel will be ready for collection. In response to his complaint, Australia Post assures Mike that this issue is one of the reasons they have decided to introduce digital missed delivery cards, promising more accurate and readable information than before.
The announcement did not detail any further information regarding the deployment of this initiative, with Australia Post opting to disable the comments section on their Facebook post. Despite 39 reactions to the Facebook announcement at the time, a handful of these responses were conveyed through an angry-face emoticon.
Further reactions and discussions about this development by Australia Post were found on the alternative social media platform, Reddit. This thread, included in the r/Australia subreddit, was instigated by a user named plasmoske. Irate customers used this platform to share their distressing experiences with Australia Post, with numerous instances of postal workers leaving missed delivery cards without making adequate attempts to check if anyone was home.
