Post regularly seeks customers’ opinions through its market research program. This program uses a range of methodologies, from in-depth interviews with senior business executives to telephone interviews with householders. Focus groups also enable us to explore new product concepts. We conduct a comprehensive follow-up survey with people who have registered complaints. Post’s retail service improvement program, PriorityCustomer, continues to encourage staff to improve service levels. The information gained for this program is provided through “mystery shopping” whereby researchers observe the dynamics of our retail outlets.

	Private customer view of Australia Post		2000		2001
	Cares about customers		73%		77%
	Staff are knowledgeable and well trained		78%		79%
	Provides friendly helpful service		87%		90%
	Changing to meet the demands of the future		71%		73%
	Services are good value for money		81%		84%

	Business customer view of Australia Post		2000		2001
	Easy to contact when you need to		73%		72%
	Staff are knowledgeable and well trained		76%		77%
	Provides friendly helpful service		85%		85%
	Changing to meet the demands of the future		69%		69%
	Services are good value for money		84%		83%

Source: The Corporate Image Monitor 2001 (as at June 30, 2001)

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