We are thrilled to announce that An Post will receive the 2021 CX Leader award at the Irish CX Impact Awards ceremony on Thursday, July 29th, which will take place this year as a live digital broadcast.
Sponsored by BT Ireland, the CX Leader award recognises the individual, team, or organisation that has demonstrated leadership or has made a significant contribution to CX.
The Irish CX Impact Awards’ judging panel commended An Post’s entire workforce of more than 9,000 employees, and almost 900 contracted postmasters, for the excellent CX and care shown to their customers over the period of COVID-19.
Despite the significant increase in the demands on their postal network over the past year and a half – serving 2.2 million addresses every working day and more than 1.7 million post office customers every week - An Post went above and beyond throughout the pandemic, truly embracing its ‘essential service’ title with pride and delivering on their stated purpose:
“At An Post our purpose is to act for the common good and to improve the quality of life in Ireland, now and for generations to come.”
Since COVID-19, An Post doubled down on their customer efforts and introduced ‘Community Focus’, an expanded range of post office and postal delivery supports for customers and communities to help everyone stay connected, most particularly for older and vulnerable people who are living alone. It was also designed to assist SME’s who were facing huge challenges as the pandemic impacted Irish business.
These services include:
Newspaper delivery service: delivery for the elderly and vulnerable to keep them informed while cocooning.
Mail collection service: Free mail collection for the elderly and vulnerable to keep them connected to family members.
Check-ins: Personal check-ins for the elderly and vulnerable to reassure family members living beyond the KM limits and country borders.
Care homes: Free postage to care homes to keep the most vulnerable in touch with those whom they could not visit.
Send Love: An Post invited the nation to send post to loved ones by sending two freepost postcards to every household in Ireland.
State Benefit: Dedicated arrangements for those who could not make it to post offices to collect their payments.
SME discount: 25% discount on parcel delivery for SME's to give Irish businesses a helping hand, and a €1m Direct Mail grant for SMEs. In 2021 the discount on parcel delivery was increased to 34% and to date SMEs have availed of over €2.2m in discounts through the parcel delivery discount.
Love Stamps: in 2020 to support society with An Post’s Love Stamps, a portion of sales in total €75,000 donation was shared to Women’s Aid and ISPCC Childline.