Margaret Persico, Senior Director of Postal and Logistics Unit
at Kantar, and Will Simpson, Client Director at Kantar's Postal and
Logistics Unit, discuss what external measurement means for postal,
parcel, regulators, and e-commerce players:
Transformation of postal operators
Changes in capturing and reporting transit measurements
Accurate real-time results powering improved reporting
Transition from letters to parcels and impact on USO and
regulation
Complex delivery requirements need better data and
measurement
Consumer expectations on speed and reliability of letters and
parcels
The risks of poor customer experience in the last mile
Competing on quality of delivery, and how data powers that
Benchmarking against other delivery competitors
Using measurement to evaluate the impact of operational
changes
Driving efficiency through external measurement
What is important to measure? Why isn't looking at scanning
data enough?
Kantar's sample-based approach, including panels and tracking
items
Real-time data capture and speed of reporting
Identifying under-performing parts of the delivery network
Simple and clear metrics on items travelling through delivery
network
Identifying cause of delays and bottlenecks
Future of measurement, including regulation, customer
expectations, and use cases for measurement
Monitoring call centre customer support
Using data to have a comprehensive view of delivery
performance
About the Podcast
The Postal Hub is the podcast for the global postal, parcels, delivery and express sectors.