The public dissatisfaction with SingPost has been escalating and is spilling all over social media.
While almost everyone has a tale to tell about their negative experience with SingPost, several high profile cases, including one where they upset a Heavenly King and another business owner who alleged that SingPost lied about completing a $7,000 flyer-delivery job, triggered people to air their grievances.
Just yesterday, SingPost issued an apology to address the recent bad press, but people are not buying it.
So what went wrong?
1. People have been experiencing it for years.
Some netizens commented that this problem has been around for years.
If it’s true, it goes to show that they haven’t been listening and learning, which seems to be the case.
2. It’s one too many statements
After years of customer complaints and its inaction, releasing a deluge of statements make SingPost come across as “all talk, no action”.
3. SingPost ruined the one chance it had by over-justifying itself
Despite starting off corporate and cold, SingPost did offer its apologies.
First of all, we extend our most sincere apologies to everyone who has been inconvenienced by us in any way.
Then it starts explaining itself
We would like to take this opportunity to explain some of the background for this service deterioration. SingPost processes an average of 3 million mail items a day…
Talking about unforeseen circumstances (now who are we kidding; SingPost wasn’t born last year, neither were we. Surely there must be some trend?)
Due to the increased package volumes – which were beyond forecasts and expectations – our postmen have had to make an average of an additional 20 doorstep deliveries daily.
And subtly pointing fingers at some employees
… there will be employees who may not act in the best interests of the company.
But to be fair, they did explicitly mention that those were not excuses
… these are not excuses for the issues that have been raised.
Netizens were still not having it.
Here is SingPost’s full statement:
In case you can’t see it:
We hear you. And we should have done better.
Dear SingPost customers,
You may have heard about our service failures in the past few weeks. First of all, we extend our most sincere apologies to everyone who has been inconvenienced by us in any way. We hear you, and agree that your experience with SingPost could have been better. We want you to know that we are taking a serious look at the issues that have surfaced recently and are finding ways to improve on them, immediately.
It would be fair to state, that we have failed to live up to expectations, in recent times. We would like to take this opportunity to explain some of the background for this service deterioration. SingPost processes an average of 3 million mail items a day, yet we believe that we are only as good as our last delivery and we treat every failure, seriously.
The November-December peak season was a tremendously busy period for our staff members. Due to the increased package volumes – which were beyond forecasts and expectations – our postmen have had to make an average of an additional 20 doorstep deliveries daily. All postmen and delivery staff are also working beyond their usual hours to help process and support these volumes. We hired extra resources, recalled personnel and activated teams from the corporate office on Saturdays just to meet the demand as well but our service quality still suffered as a result.
Being in the service industry, we depend on our frontline staff members to provide the best experiences for our customers and inevitably, there will be employees who may not act in the best interests of the company. We have experienced service failures due to the individual actions of a few employees. We are aware that this not only reflects badly on our organisation but undermines the hard-work, commitment and dedication that the majority of our Postal staff are displaying every single day. Such behaviour will not be tolerated.
While this aims to provide some background on the challenges experienced, these are not excuses for the issues that have been raised. We value the integrity and trust we have built as an organisation over 160 years and are now focused on rebuilding that trust.
We, at SingPost, value our position in the local community and acknowledge we only have that honour because of the support of our customers – you are the core of our business. We assure you that we will be vigorous in reviewing and revising our operational procedures, so that you will receive your letters, packages and parcels without delay, without hassle, and most importantly, without frustration.
Please bear with us, as we seek your patience to transform and serve you better. This remains our commitment to all of our customers and we would like to thank you for your feedback.
From all of us at SingPost, we are sorry for the inconvenience and hardship caused.