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Post Transfer Visits - Customer Feedback Report
Following the Training Review feedback was sought from new agents
at the 3 month Post Transfer Visit (PTV). The feedback
questionnaire requested responses in areas such as which
transactions new agents felt most and least confident with,
whether the training was sufficient, etc.
Feedback was collated at PTV’s from Period 9 to Period 11 2011.
88 responses were received during this time and form the basis if
the following results.
Questions asked:
Ql. Do you feel you have had sufficient training to enable you to
process all PO transactions?
76% answered Yes
14% answered No
10% did not answer
Q2. Which transactions do you feel most confident in dealing
with?
34% of answers included AP/Banking transaction
33% of answers included Mails transactions
24% of answers included All transactions
14% of answers included daily/regular transactions
5% of answers included the basic transactions
1% of respondents were confident with each of the following
transactions: Travel, MoneyGram, Passports, DVLA, Telephony and
Balancing/Rems.
Q3. Which do you feel least confident in dealing with and why?
Answers to this question were varied and not many included reasons
as to why they were not confident. The main responses were:
17% answered None
12.5% answered infrequent transactions
7% answered Parcelforce. Reasons included the variety of services
and complexity
7% answered Bureau. Reasons included not many transactions
completed and not enough training
6% answered Financial Products. Reasons included not enough
training and no leaflets
6% answered NS&I products. Reasons included infrequent and need
more practise
6% answered Savings products. Reasons included infrequent
4.5% answered Back Office/Daily Dispatch/Transfers. No specific
reasons given
4.5% answered Balancing. No specific reason given
4.5% answered DVLA. Reasons included complexity and do very
little
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4.5% answered Passports. Reasons included not completed very
often
From the responses it appears that most new agents are least
confident with transactions that they do not see very often.
PTV Feedback Report
Sandra Lewis
April 2011
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Q4. Do you feel you have had sufficient training to enable you to
prepare the office balance (Branch Trading Statement) ?
72% answered Yes
22% answered No
6% didn’t answer
Q5. In which area of the PO operation do you feel most confident?
24% felt most confident in all areas
23% felt most confident in customer service
15% felt most confident in everyday/frequent transactions
11% felt most confident with the Front and Back Office
10% felt most confident with Mails transactions
6% did not answer
Other responses included Balancing/ Rems/Counter/training.
Q6. In which area do of the PO operation do you feel least
confident and why?
Again these answers to this question were varied and did not
include reasons why.
29.5% answered None
17% felt least confident with balancing
12.5% felt least confident with infrequent transactions
7% did not answer
4.5% felt least confident with the Back Office
3% felt least confident with selling
3% felt least confident with all transactions
Other responses included Financial products, Helpline,
NS&I/Savings, Rems, Reversals, PFWW, Redirection, talking to
customers, Lottery, Transfers, POPOS, cheques and Transaction
Corrections.
Q7. Do you understand the requirement to log on to the Horizon
system in your own name / user ID? Tell us why this important in a
few words.
It appears from the responses received, with the exception of two
that did not answer, all respondents understand the requirement to
log on to the Horizon system in their own name/User ID. 9
responses, although answering yes, did not include a reason why.
Q8. Are there any areas where you feel you need more training /
support? What are they?
50% answered None
18% felt that they needed more training in Balancing/Trading
Period (TP). TP not supported by a trainer.
11% did not answer
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7% felt that they needed more training in selling
3% felt they needed more training in Financial Products
1% of respondents felt that they needed more training in each of
the following areas; New products, Rems, Ordering stock, Bureau,
correcting end of day cheques, Help function, Lottery accounting,
MVL destruction, DVLA, IPS and NS&I.
Q9. Do you understand the branch standards requirements and your
responsibilities in regard to them?
93% answered Yes
1% answered Not really
6% did not answer
Q10. Is there anything that you felt was missing from your
classroom or on-site training?
61% answered No
9% did not answer
6% answered Balancing at TP
3% felt that there was not enough time on the transactions
2% felt that there should be more practical and less product
training
2% felt that the classroom training should meet individual needs
2% answered Back Office
Other responses included philatelic, too much sales, customers,
reversals, sales, savings, PPI and too much sitting and listening
to the trainer.
Q1l1. Do you feel the time spent with the trainer was:
. Worthwhile - 62%
. Useful - 7%
. Sufficient - 6%
- Too much - 1%
. About right - 14%
2% answered classroom was insufficient/dreadful and 8% did not
answer.
OeRwWwre
Q12. How did completing the required training interfere with
running the rest of your business:
1. Not at all - 65%
2.A little - 19%
3.A lot - 7%
4, Too much ~- 2%
7% did not answer
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Q13. The Network Field Support Team are committed to continuous
improvement through its people and processes. Please tell us your
views below on both the Field Support Advisor and the activity
delivered, and how we can improve on either.
47% did not respond to this question.
32% of those who responded stated that their trainer was
good/knowledgeable/excellent
21% of those who responded stated that their training was good.
6% of those who responded would prefer less time in the classroom
and more time on site.
4% felt they would benefit from some experience in a live
environment prior to working in their branch.
% felt that there should be more time for training
Other responses included:
e Extra training on balancing
e Good as didn’t have to pay
e More handouts for irregular transactions
e Teach FSA’s day to day processes for Horizon
e Post Office should re-train all staff each year to cover
changes
e PTV not good as single position office and loads to go through
e Talk to the same person at NBSC until problem resolved
e Would like to sell more products e.g. DVLA, IPS, Travel
Insurance
e 34 party companies offer a poor service e.g. Sign 2000, St Ives
and Bank of Ireland.
Summary
From the above results, the majority of new agents who completed
the feedback questionnaire feel that they have received sufficient
training to enable them to process transactions and prepare the
office balance.
The transactions that the respondents highlighted as feeling most
confident with were Automated Payments/Banking and Mails. The
transactions they felt least confident with were balancing,
especially the Trading Period (TP) balance, and infrequent
transactions.
To address this, the new training offer now includes a full TP
balance at the Follow up Balance regardless of whether or not this
date is the branch’s scheduled TP balance. Emphasis has been
placed on the use of Horizon Online Help to assist in areas that
the agent may be unfamiliar with so that they can help them selves
and not automatically call the Helpline when they come across a
transaction that are have not seen before.
Half of the respondents felt that they did not need any further
training or support. From those who did feel that they needed
further training/support 18% replied that they required further
PTV Feedback Report
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April 2011
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training in the weekly and TP balances. 7% replied that they
required further training in selling.
As part of the new training offer the agent receives coaching on
the Minimum Service Standard conversations and as part of their
Performance Assessment they are assessed on the quality of their
conversations both in the classroom and on site at their branch.
The majority of respondents understood both the Branch Standards
requirements and the security requirements for logging on to the
Horizon system.
Over half of the respondents felt that nothing was missing from
their classroom or on site training. Out of those who felt there
was something missing 6% replied balancing at TP and 3% replied
not enough time on the transactions.
The classroom timetable has been reviewed and the timings for each
session have been re- evaluated and include a mix of product
knowledge and practical sessions.
Overall, over 75% of the respondents felt that the time spent with
the trainer was Worthwhile/Useful/Sufficient and 84% felt that the
training only interfered with the running of their Business a
little or not at all.
Over half of the respondents who stressed a view on the trainer
felt that the trainer was good/knowledgeable/excellent and 21%
felt that the training delivered was good. Possible areas for
improvement included spending less time in the classroom and more
time on site and experience in a live branch prior to training.
The new training offer now includes 8 days classroom training
instead of 10 with on site training starting from the transfer day
instead of the following day.
PTV Feedback Report
Sandra Lewis
April 2011