Tuesday, August 28, 2012

Why can't SingPost call ahead before delivering?

I do not quite understand the concept of Singpost registered post delivery. For normal posts delivery, the letter can be deposited into a letterbox so that we will be able to pick it up when the family comes back from work. For registered posts however, the sender will pay more but the recipient most probably will have to make a trip to the post office to collect the letter as the postmen always deliver the letters when no one is at home.

Currently, there is no Quality of Service (QoS) that dictates when the post should finally reach the recipient. The timer stops ticking the moment the postman reaches the doorstep. It's like MacDonald telling the customer that you'll be served in 10 mins but the timer only starts when you start queuing till the staff takes your order. The preparation of the meal and the final delivery of the meal to you is not included. This of course does not make sense. What's the use of this "fast service"?

Seriously, unless there is a QoS dictated for registered mails, this will continue because it's not of interest to SingPost to deliver the registered mail when someone is around, which will most probably be at night. This will push the onus to the recipient of the mail to go to the post office to collect the registered mail, and they is no push for them to improve the service of those who collect the posts from the post office. Result? Long queues of people lining up to collect their posts. If you think about it, it seems weird that the post office is being paid more but the recipient does not get the mail sooner because they have to find time off from their work to collect the mail.

Like it or not, regulation is the only way to push businesses to improve the service, at least in Singapore. For example, a simple act of issuing a handphone each to the postmen, and asking them to make a call to the owner before delivery and arranging for a time where the person will definitely be at home, will reduce the queue at the post office. This not only saves the postmen time, it will also help the company save on unnecessary fuel cost when delivering the post to an empty house.

Sad to say that this simple act will not even be considered unless there is regulation in place to force the business to innovate. I guess we have a long way to go in terms of customer loyalty.

6 comments:

Anonymous said...

How would the postman know the number of the letter recipient to call?

chantc said...

And why not? Registered post requires you to provide information on the recipient. Adding the phone number is quite simple. DHL express had this a long time ago.

Saratoga Springs Dentist said...

I wondered the same thing

Anonymous said...

They won't do this as it will increase their costs.
Just thInk SG, Inc. everything is about bottom line.

chantc said...

That is why i stated regulation is the only way.

Anonymous said...

Eh, what I meant was the Govt of SG will never set a regulation for this 'coz it doesn't improve their bottom line.

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