QUALITY – 2010 RATES
Internal Auditing
Universal
Postal
Service
(SPU) |
Delivery Deadline |
Product |
2009 |
2010 |
| D+1 |
Ordinary Letter |
83,7% |
83,6% |
| D+3 |
Ordinary Letter |
98,9% |
98,9% |
| D+3 |
Certified Letter |
97,5% |
98,3% |
| D+3 |
Ordinary Giro |
99,3% |
99,2% |
| D+3 |
Paquete Azul |
89,0% |
91,7% |
SPEX
| SPU Product |
DEADLINE |
2009 |
2010 |
| Ordinary Letter |
D+1 |
69,1% |
69,6% |
| D+3 |
95,8% |
96,1% |
UNEX (delivery quality in D+3)
|
2009 |
2010 |
2010 Objective |
| Imports |
90,4% |
89,6% |
85,0% |
| Exports |
93,6% |
90,2% |
85,0% |
ONLINE AND TELEPHONE ENQUIRIES
1.4 million calls to the telephone customer service centre.
60.259 email enquiries.
COMPLAINTS AND CLAIMS
|
2009 |
2010 |
| Complaints and claims |
297.672 |
230.269 |
| Claims |
201.352 |
143.395 |
| Complaints |
96.320 |
86.874 |
|
