Posti listens to the customers

Within a few weeks, Posti received more than 6000 ideas for their service development. There were 16 themes selected from these, which were internally refined. What would help everyday life go smoother was a topic that made thousands of consumers tell their ideas.

Premises

Posti wanted to get new ideas from consumers for developing its services, and feedback on the use of the existing services.

Project measures

Posti summoned numerous consumers using different electronic channels to tell their own ideas and comment on the ideas of others, with the topic of how to make everyday life go smoother.

Achieved results

Within a few weeks, 6000 ideas had been collected, and 16 themes from those were refined for further elaboration.

Within a few weeks, we obtained a versatile view and valuable material as a foundation for our strategy work. The results confirmed our existing views. Understanding the consumers’ experiences is essential, and customer dialogue is an effective way of listening and deepening the impact of the results also internally, says Ulla Seppälä, Manager of consumer services and the service point network.

Further information: Hanna Ali-Melkkilä ja Anu Valtari

Download PDF