Every business day we serve around a million customers in our postal outlets and we are constantly seeking to improve our service. We have done much work over the past two years to identify emerging customer needs and, as a result of customer feedback, we tested a “service centre” concept in 2006/07. Now that the trial has concluded, we are progressively rolling out key elements that proved most successful at the pilot sites.
Our Retail Star Performance program (established in 2003) is also continuing to deliver genuine improvements in customer service and the accurate processing of agency services. The program provides cash incentives for staff in corporate outlets who meet or exceed specified performance targets. Key measures for the program are set each year, in line with key corporate and commercial strategic objectives. Click here for information about our customer contact centres. 
Last year we began a system of grouping our products and services to help our customers “get things done” and define our offers more clearly. This approach, verified through research, has proved popular and we have begun a trial of the following themes:
We have taken a similar approach with our business customers and developed the following themes:
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Over the entire service network, our people achieved an excellent customer service rating of 96 per cent in our priorityCustomer mystery shopping program (compared with 95.6 per cent the previous year). This was our fourth consecutive year of improvement.
Our new retail uniforms, launched in 2006/07, were created exclusively for Australia Post by acclaimed Australian designer Carla Zampatti. Ms Zampatti, who received an Australia Post Australian Legends Award in 2005, developed the clothing in close consultation with our retail staff to ensure that it met the needs of a variety of work situations. Staff focus groups tested the designs (and provided extremely positive feedback) before the launch of the new corporate collection.