La Poste
Customer Service Area project
Le projet
Background
Since 2008, W has supported La Poste in the sweeping transformation of its network of 8,000 post offices, the aim being to continuously improve customer satisfaction and maximise the commercial performance of La Poste’s services, including mail, parcels, banking and telephony.
Insight
The post office comes to you!
Idea
To take things further, W is now designing new formats for La Poste, created to more precisely address the new expectations of customers on proximity and a customised experience. It has developed a Travel format for airports and a Youth format for student housing centres, and a number of other formats are under review. With the disappearance of counter lines, the reorganisation of flows, new customer journeys and the development of self-service, the French network has been radically transformed to better support customers in their new life courses and purchases.
