FRIDAY MAY 23, 2003

CUSTOMER SERVE MODEL: BENCHMARK SURVEY
Canada Post has introduced a new Customer Serve Modelwith the objective of effectively and cost efficiently serving the needs of its customer base. The service model is predicated on the sales model of customer segmentation in place for two years. NAMMU took a baseline reading in October 2002 and is now conducting a benchmark survey to gauge progress and highlight areas for continued improvement.

Please respond to this simple on-line poll. Constructive feedback is crucial in order to provide positive, directional input to Canada Post. Getting it right is the only viable option.

We have changed question 2 from the original survey in order to reflect today's realities. Your response will only be used in the aggregate unless NAMMU explicitly requests and receives your permission otherwise. Now, please tell us how well you are being served:

Name:

Email: (required)

Phone (optional):

1a) My organization is aware of the current customer segmentation sales model i.e.:

PUBLIC

FINANCE & INSURANCE

PUBLICATIONS AND COMMUNICATIONS

RETAIL & eCOMMERCE

MANUFACTURING

INTERNATIONAL

MAIL SERVICE PROVIDERS

GENERAL BUSINESS

SMALL & MEDIUM

Yes No

1b) In this segmentation, my organization would be classified as:

PUBLIC

FINANCE & INSURANCE

PUBLICATIONS & COMMUNICATIONS

RETAIL & E-COMMERCE

MANUFACTURING

INTERNATIONAL

MAIL SERVICE PROVIDERS

GENERAL BUSINESS

SMALL & MEDIUM

1c) My organization is:

satisfied

dissatisfied

neutral

2. How do you currently rate Canada Post service to your organization:

satisfied

dissatisfied

3. Does access to a pool of knowledgeable experts in your segment rather than one assigned representative meet your business requirements?

yes

no

don't know